About the Virtual Assistant
The Virtual Assistant, also known as the VA, is a robust, intelligent communications tool designed to provide additional support for both your customers and your agents. It uses a combination of machine learning, artificial intelligence, real customer data and knowledge base to provide answers and solutions to the customer's queries.
Virtual Assistant Functionality
Upon first accessing the Virtual Assistant, the customer is presented with a startup question. This is the first step that the Virtual Assistant takes in assessing the customer’s needs. The Dialog Manager identifies the customer issue by asking the questions. The answers provided by the customer are then used to help determine the appropriate solution.
The Intent Classifier is used to match utterances to a specific intent. Based on the customer’s answer, they are then presented with a list of solutions. If the customer still feels the need to talk to an agent, then the Virtual Assistant escalates the chat to an agent.
Virtual Assistant Solutions
Pushing a page to a customer
The Virtual Assistant can push selected pages, articles, or content to customers.
Transferring the customer to a live agent
Customers can also be transferred to a live support agent upon request. This is done by integrating the Virtual Assistant with the chat entry points leading to your agents’ chat queue.
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