2004 Customer Experience Self service Virtual Agent 
SmartAction
DECEMBER 15, 2021
The decline continued but stabilized around 2004 until the Great Recession of 2008 hit, which severely affected the labor participation rate. With easily scalable virtual agents, hold times are eliminated. Customers are greeted with “How can I help you today?” It dropped to 63% until it normalized around 2013.
Creative Virtual
JANUARY 7, 2020
I’m very proud to say that our first enterprise customer, Lloyds Banking Group, who we first worked with in 2004, are still a customer today. Being recognised for our innovation and thought leadership in the extremely fast-paced chatbot, virtual agent and live chat market is also important for the company.
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