Gartner Research

How CEC Agents Could Benefit From Having a Digital Buddy

Published: 14 September 2017

ID: G00338405

Analyst(s): Jim Davies


An optimized virtual employee assistant for customer service agents would require the blending of multiple siloed technologies beyond the remit of a traditional VA. When aligned, however, this "digital buddy" will help application leaders maintain engagement in increasingly complex CEC environments.

Table Of Contents


  • Definition
  • Description
    • Initiate and Personalize a Digital Buddy During Agent Onboarding
    • Configure the Digital Buddy to Help With a Variety of Customer and Admin Activities
    • Empower the Digital Buddy to Mentor, Motivate and Track Performance
    • Adoption Rate
  • Risks
  • Recommendations

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