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Companies strive to provide best-of-breed customer service while controlling escalating support costs. Ideally, automated online solutions would handle routine inquiries, while support staff would leverage the opportunity to build customer loyalty and generate incremental sales. Current online support mechanisms - FAQ and Search - have fallen short of meeting customers expectations of acceptable service, causing routine queries to be handled by support staff.
Microsoft's Automated Service Agent system represents a significantly different approach to customer service combining the low cost of online support while delivering immediate and high-value responses associated with live customer support.