Ensuring Exceptional Customer Support Amidst Today’s Data Explosion

May 27, 2020
Ensuring Exceptional Customer Support Amidst Today’s Data Explosion Ensuring Exceptional Customer Support Amidst Today’s Data Explosion

“More than 59 zettabytes (ZB) of data will be created, captured, copied, and consumed in the world this year,” according to a new update to the Global DataSphere from International Data Corporation (IDC). In the same forecast, IDC predicts that data creation in the next three years will exceed data creation in the previous 30 years combined. Let that sink in for a moment. Text messages, social media comments, emails, web searches, photos, music, and so on contribute to the overwhelming amount of data created each day.

For businesses, this proliferation of data can quickly spiral out of control, spreading data across different locations, devices, servers, and repositories. This data sprawl makes it very difficult to find the data you need when you need it, not to mention the intensification of security concerns when you don’t know what information you have or where it lives. Imagine a simple instance: you are working on your tax return. You need to pull together your bank interest, investments, income, mortgage interest, medical and education expenses, and charitable donations for the previous year. These documents are spread across emails, paper forms, and online systems. Gathering all of this together in one place for tax filing can be daunting. Now, think about even a small to mid-size organization with massive volumes of scattered information across many locations and applications. Duplicate documents, multiple databases, siloed departmental drives, and storage on personal devices makes finding and analyzing information tricky.

Data sprawl results in a disconnect that quickly leads to customer frustration when a human support agent needs to manually sift through a CRM, accounting tool, knowledgebase, help documents, and product documentation just to answer a customer question. A virtual agent that seamlessly integrates with existing service and support infrastructures and processes can quickly and accurately remedy the disconnect between information across multiple platforms. The VAs’ ability to access disparate data and leverage natural language processing provides an intelligent conversational approach to customer support.

Virtual agents have made significant progress in transforming how customer support teams engage with customers to streamline interactions. For more information, check out Luma, the virtual agent that provides exceptional customer support amidst complex data overload: Luma Virtual Agent

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