Boost your CX capacity with a Virtual Agent

As we understand more about conversational automation, we realize that not all conversations are alike. Some are unstructured and free flowing, while others are highly structured and rule-bound. And while many hoped Conversational AI and Generative AI powered Digital Assistants (chatbots) would magically handle them all, we are learning that is not the case.

The reality is that Digital Assistants are very good at answering questions and triggering actions, but they are not effective at context-rich, process-bound conversations, especially where customers need advice not just assistance. Their decision tree’d scripts can’t handle the multi-dimensional, contextual logic that these expert-level operational conversations require.

As a result, high volumes of operational conversations still need to be handled by live agents.

Virtual Agents help expand your CX capacity by automating these operational, rule-bound conversations so your live agents are freed up to focus on the lower volume, higher value relational conversations that have the greatest impact on customer satisfaction and brand loyalty.

Virtual Agents can have expert-level conversations, in context

Clarify

Ensure that the request, query, issue, or complaint is fully understood and correctly classified.

Analyse

Ensure that the primary and related needs, root causes and full context is correctly identified and understood.

Resolve

Ensure that the right solutions are proposed and agreed upon, required actions are triggered, and the correct journey details are recorded.

They can be trusted to say and do the right things, with detailed records to prove it

  • Consistent
  • Compliant
  • Hyper-Personalised

To build, deploy and manage our Virtual Agents, we use our own low-code, enterprise grade Conversational Process Automation platform

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We can have a Virtual Agent automating your operational conversations in no time

  • 1Train

    1-3 months

    Analyse how your human experts have the targeted conversation
    Analyse the processes and rules that shape the conversation
    Analyse the technical eco-system the VA must work in
    Teach your VA how to have the right conversation
    Connect your VA up with relevant systems

  • 2Certify

    1-3 months

    Test conversational accuracy and consistency
    Test the engagement experience (UCD)
    Analyse your VAs performance with targeted sample
    Rapid optimisation and improvements
    Certify that the VA is performing at agreed level

  • 3Manage

    Ongoing

    Track and report performance
    Analyse conversations
    Optimise and update logic
    Identify opportunities for expansion