[annexrichmond]

> the calls handled (entirely) by the virtual agents get better average cust sat metrics than human agents on the same set of calls

does that take into account that the virtual agents are immediately available and human agents usually require a waiting room?

[shrdlu2]

I'm sure that is some of it. I'd certainly be happier having my problem solved in 30 seconds rather than waiting in a queue for even 5 minutes.