Agent-assisted automation technologies increase productivity and consistency among customer service agents. In order to improve customer satisfaction, call centers need to employ both automated services and live agents. While automation, such as IVR systems, is accurate and efficient, many callers would prefer to speak with a live agent for assistance.
Live-voice representatives are not computers, and that means that there are potential problems such as inaccurate call handling and slower processing times. That is why automation with operator revert offers the best of both worlds. Read on to find out if agent-assisted automation is right for your company.