Whether your customer wants to have their query resolved via the company chat, website, app, or e-mail channels, they can engage directly with your Virtual Agent.
The Virtual Agent also works directly (via APIs) or indirectly (via RPA) with operating systems, to pull known data and trigger required actions.
The result is a one-touch digital self-service experience.
Ensure that the customer request, query, issue, or complaint is fully understood and correctly classified.
Ensure that the primary and related needs, root causes and full context is correctly identified and understood.
Ensure that the right solutions are proposed and agreed upon, required actions are triggered, and the correct journey details are recorded.
1Validate the business case
Analyse engagement journeys
Analyse cost to serve
Analyse technical eco-system
Identify high value query types
Calculate adoption ROI
2Prove impact and value
4 - 12 Weeks
Deploy Virtual Agent
Integrate with channels & systems
Test and optimise
3Contract for work
1,3 or 5-year
Agree roles and scope of work
Agree KPAs and SLA
Agree support team