This document discusses the growing trend of customers preferring self-service options over interacting with humans. It provides statistics showing that 50% of customers want to solve product issues themselves through a company's website, and 70% expect websites to include self-service applications. By 2020, Gartner predicts customers will manage 85% of their relationship with enterprises without human interaction. The document also discusses the increasing reliance on options like virtual agents and chatbots to provide customer service.

1. Still not sure about
Virtual Agents in CC?
I n v e s t i g a c i ó n y D e s a r r o l l o
2 0 1 6 / 2 0 1 7

2. 50% of customers think it’s important to solve product issues themselves and 70%
expect a company’s website to include a self-service application.
Self-service adoption will continue to increase year after year. In fact, Gartner predicts
that by 2020, the customer will manage 85% of the relationship with an enterprise
without interacting with a human.
Customers increasingly rely on self-service
73%
Self-service
Phone
68% Email
58% Chat
37% Twitter
Top 10 Customer Experience Trends for 2016 – by FONOLO.
76%
Help or FAQs
on a company
website
68% Voice self-service
58% Virtual agents
37% Mobile self service

3. Live chatA m u s t h a v e
Co-browsing allows customer service representatives to manipulate a
customer’s browser by sending webpages that contain relevant information.
LIVE CHAT
Source 1:
73% Phone
68% Email
58% Chat
37% Twitter
76%
Help or FAQs
on a company
website
68% Voice self-service
58% Virtual agents
37% Mobile self service
Source 2:

4. Virtual Assistants
GARTNER - Strategic Planning Assumptions -
https://www.gartner.com/doc/3142020?refval=&pcp=mpe#a-130036689
http://www.callcentrehelper.com/poll-when-will-robots-take-over-customer-service-
79665.htm
By 2018
20% of all business content will be authored by
machines.
40% of mobile interactions will be handled by
smart agents, and the post-app
era will begin to dominate.
Digital
assistants
Virtual Business
Process Assistants
Virtual Customer
Assistants
Robots Autonomous
software agents
Aprendizaje
Automático

5. Xerox
“Le doy la bienvenida a los asistentes virtuales y ya los utilizo en consultas…”:
“ S t a t e o f C u s t o m e r S e r v i c e M e d i a ” – V i r t u a l A g e n t s
41%
Nunca tendrá contacto
telefónico con un call center
68%
Internet será considerado como “un derecho humano”
Internet cobrara mayor presencia.
19,3%
Generación (Z)
14,8%
Millennials (Y)
11,2%
Generación (X)
“Prefiero hablar con una persona para resolver un problema…”
16.1%Generación (Z)
17.5%Millennials (Y)
17.6%Generación (X)