ZVA - Zoom's amazing virtual agent
Use Cases and Deployment Scope
We use ZVA on our IVR and website to help our customers engage with our organisation. As a public sector organisation we have contact us for all sorts of problems they might have. Our first problem we needed to solve for the antiquated IVR that many people found difficult to navigate. We replaced this old style menu system with ZVA and saw immediate improvements with a c50% reduction in calls going to our switchboard. This equated to c500 calls a week going to the service they required rather than via switchboard. The LLM within ZVA is able to under stand the customers problem/enquiry and direct them to the correct service at the first time in asking.
We have also enabled ZVA voice agents on the IVR to interact with customers who call for certain services. This allows many of the FAQ type questions to be answered without the need of a human. This model has seen roughly a 20% deflection from our human advisors, freeing up their time to deal with more complex issues. Overall, we have seen improvements in wait times and answer rates as ZVA is able to assist customers with some of the questions.
Pros
- Answer FAQs
- Integrate into back office systems
- The ability to hand off from virtual agent to another
Cons
- CX analytics for ZVA needs to be improved and provide more clarity on success
- QM for ZVA also needs improvement to offer areas of improvement and flagging issues
- Data on how knowledge bases are used and how we can improve web pages would be useful
Return on Investment
- Frees up advisors to focus on more productive customer outcomes
- Reduction in staffing leading to cost saving and ROI
- Wider transformation across the business to identify gaps in customer journeys
Usability
Other Software Used
Zoom Contact Center, Zoom Phone, Liquidlogic
