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Many contact centres struggle with talent recruitment and high operational costs. Virtual AI assistants offer a solution by taking over repetitive tasks, reducing costs and increasing efficiency. They are cheaper, faster and can work 24/7. Our digital assistant, Jennifer, can handle all your first-line contacts, allowing your team to focus on more complex issues. Find out how virtual assistants can improve your customer service.
It is not a new problem that contact centers experience difficulties in hiring talent since most job seekers don't like repetitive and tedious tasks. At the same time, they are facing increasing operational costs due to intense competition for scarce talent and high demand for customer care services. One way of solving this problem is hiring a Virtual Contact Center Assistant. Or as we tend to name them: digital employees.
What is a virtual AI assistant?
Virtual AI assistants are applications that utilize artificial intelligence (AI), robotic process automation (RPA), and conversational automation to achieve human-level capability in completing repetitive and routine tasks. They can significantly reduce the need for human employees while speeding up processes and simplifying customer interactions. In the context of a contact center, the digital assistant can perform customer care functions such as taking calls, chatting with customers, and email correspondence.
The benefits
Cost savings
The Covid pandemic and containment measures taken by the Netherlands government had a profoundly negative impact on the Dutch economy. The GDP shrank by 3.7%, forcing the government to intervene with a program to retain jobs and support employers. However, these measures failed to prevent job losses, and the unemployment rate rose to 3.8% in 2020. The government forecasts economic growth of 2.2% in 2021, which will lead to cautious growth in certain sectors.
It may not be immediately cost-effective for employers to hire workers in this environment, especially since recruiting good staff is costly and time-consuming. Still, some critical positions, such as customer service and contact center personnel, need to be filled. Digital assistants offer an attractive alternative because of their ability to perform the repetitive tasks performed by humans. Digital workers are cheaper, faster, more accurate than humans and cost less than 50% of the total cost of hiring human staff.
Improved operational efficiency
Virtual AI assistants can mimic humans and, over time, manage to perform better than humans. Research suggests that automation can complete 50-70% of the tasks done by humans, leading to a 20-30% improvement in operational efficiency. They can also reduce the straight-through process time by 50-60% with a return on investment in triple-digit percentages.
Digital employees can help reduce data entry and processing errors by 99% and can be onboarded in every team. They can effectively handle most repetitive and manual, expensive, and error-prone tasks. This frees up human resources for higher-value activities. These incredible achievements are due to recent advances in cognitive technology and deep learning.
Meet our digital employee Jennifer
Our digital employee is called Jennifer and can handle all first-line contacts with clients via mail, social, phone, or live chat. You can let it handle all those repetitive and tedious tasks your employees don't like. This makes work a lot more fun. Only the one-offs or more complex questions are transferred to human staff.
Apart from the internal benefits, the customer also wins. Customers will benefit from a decreased 'average handling time' and an increase in 'first time right.' And when a complex question comes, the contact center specialists have more time to handle it well.
There are many benefits of adding one or more digital employees to your team:
- no IT project required
- no upfront costs
- training and onboarding Jennifer takes less than 3 weeks
- up to 50% cheaper than a human employee
- available 24/7
- scalable and flexible depending on the workflow
- up to five times faster than human employees
- our digital employees are multilingual and can handle international clients
If you would like to hire our virtual contact center assistant, please reach out to us!
Explore more workforce insights
Read how enterprises across industries deploy digital employees to transform operations.
FAQ
Common questions about AI agents, automation, and enterprise deployment answered.
AI agents handle repetitive workflows continuously without fatigue or error, eliminating the need for proportional headcount increases. Enterprises using Freeday reduce contact center costs by up to 92% while maintaining industry-leading CSAT scores. The agents process one million monthly calls with consistency that human teams cannot match, handling customer service inquiries, KYC verification, accounts payable processing, and healthcare intake simultaneously across voice, chat, and email channels.
Any workflow that follows consistent rules and doesn't require complex human judgment can be automated. This includes customer service inquiries, KYC verification, accounts payable processing, patient intake, appointment scheduling, booking modifications, returns management, and insurance verification. The platform connects to over 100 business applications including Salesforce, SAP, and Epic, enabling agents to access the systems your organization already uses.
Freeday maintains ISO 27001 certification with full GDPR and CCPA compliance built into the platform foundation. Security and governance requirements are not afterthoughts but core architectural principles. Your customer data and business processes receive protection that matches the sensitivity of the information involved, with enterprise-grade controls for organization-wide AI deployment.
Performance Intelligence tracks conversation metrics and auto-scores CSAT in real time, detecting issues before escalation becomes necessary. The system provides visibility into what agents are doing, why they're making decisions, and whether they're complying with regulations. This eliminates manual reporting that consumes time and introduces errors.
Freeday's architecture supports any AI model, protecting your investment as technology evolves. You're not locked into a single vendor's approach and can experiment with different models to choose what works best for your specific workflows. This flexibility ensures your platform remains current as the AI landscape changes.
Ready to learn more?
Reach out to our team to discuss your specific needs.