Overview & Benefits of Intelligent Virtual Agents

Overview

Our AI-powered intelligent Virtual Agents automate the routine and repetitive conversations handled by live agents, freeing your live agents to provide value where they’re most needed.  Organizations of all types, from small businesses to Fortune 500 enterprises, entrust the front line of their call centers to Virtual Agents. Businesses and government organizations alike rely on Consolidated Communications to streamline inbound and outbound customer communications. Leading retailers connect callers to local stores and departments by allowing them to simply speak the name or zip code of a store they want connect to. Hotel chains use Virtual Agents to book reservations and act as “virtual concierges”. Fast food chains take orders and process payments over the phone and through SMS.  Major brands offer automated service and health care providers automate appointment scheduling.

Benefits

Demand for AI-powered customer service has never been higher as businesses realize the benefits of using Virtual Agents.  A recent survey by Gartner, Inc showed that 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology by 2020, up from less than 2% in 2017. Primary benefits being realized are:

  • Cost Savings
  • Improved Customer Experience
  • Digital Transformation
  • Greater Compliance
  • Innovation

What Makes a Virtual Intelligent Agent?

Intelligent Virtual Agents are automated, self-service applications that you can offer to your customers. They offer capabilities that are similar to human service and support agents -- they just never rest or take a vacation -- and they’re substantially cheaper. 

Virtual Agents have skills - For example, they can understand human speech in over 100 languages and respond using text-to-speech (TTS) that is almost indistinguishable from a human agent. Virtual Agents can be configured with very basic skills - the most basic agent might simply answer the phone, ask the caller if she wants to maintain her place in queue and schedule a callback. Or, an advanced agent might have the skills to understand human speech in multiple languages, determine intent using natural language processing, process PCI-complaint payments and respond in multiple languages over the phone, via chat or SMS.

Agent Skills:

 
  • Basic IVR
  • Speech Recognition
  • Natural Language Processing
  • Text-to-Speech
  • Voice Biometrics
  • Tone Analyzer
  • SMS
  • In-App Chat
  • PCI-Payments
  • HIPAA-Compliance
  • Intelligent Callbacks
  • BroadWorks Integration
  • Workflows
  • Outbound Dialer
  • Remote Data Connectivity

Intelligent Agent Resources

card payments

The Payments application allows for callers to make payment card industry (PCI) compliant payments, over the phone, 24/7.

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smart call routing

Route inbound customer calls based on date, day, and time of day to ensure a far superior customer experience. Smart Router works in the background to apply business rules to ensure each caller is directed optimally.

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zip code routing

Promote your brand centrally and serve the customer locally. Extend the power of local search and geographic marketing while promoting a single brand presence by using Zip Code Router to direct calls based on the caller’s zip code.

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snow days

No school today! Automate the message so that everyone knows. When bad weather means there will be no school, officials need Snow Days to automate the process of contacting everyone with the news.

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appointment reminders

Minimize lost revenue, delays, and customer dissatisfaction by ensuring your valued customers don’t forget their next appointment. Don’t divert the attention of a valuable staff member to call your customers – Appointment Reminder can do it for you.

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text alerts

A quick and easy way for your customers to sign up to receive your important alerts. Paired with our Outage Notification or Snow Day Tasks (text and voice), this Sign Up task maintains a list of all your customers who want to receive important messages.

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pci compliance

Intelligent Agent is built on a leading industry platform and has been certified as PCI DSS Level 1 compliant by the PCI security standards council and our compliance is independently audited.

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Q for Me

Reduce customer frustration by minimizing the time spent on hold. QforMe provides callers with the option to request a callback from the next available agent instead of waiting on hold.

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