2008 Blog Customer 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.
Interactions
DECEMBER 18, 2019
And therefore, what we consider now to be vital channels of communication between businesses and customers weren’t used in the same way 10 years ago. Facebook had only recently developed their chat function in 2008, which was really only used for communication between friends. AI and Agents: Better Together.
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