Agent Skills:

• IVR
• Speech Recognition
• Natural Language

• Processing

• Text-to-Speech

• Voice Biometrics

• Sentiment Analysis

• SMS

• In-App Chat

• PCI-Payments

• HIPAA-Compliance

• Intelligent Callbacks

• BroadWorks Integration

• Workflows

• Dialer

• Remote Data Connectivity

Virtual Agents Can Automate Things

They can perform all kinds of tasks to care for customers. They can make appointments, reset passwords, look up orders, survey customers, process payments, and answer all kinds of questions – over the phone, chat, or messaging channels.

Virtual Agents Are Employed Like Human Agents 

Just like a team of outsourced contact center agents, customers purchase IVAs and pay for them for as long as they need them, on a monthly basis.

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. IVAs 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. An advanced IVA might have the skills to understand human speech in multiple languages; determine intent using natural language processing; process PCI-compliant payments; and respond in multiple languages over the phone, via chat, or messaging channels.

Intelligent virtual agents (IVAs) are automated, self-service applications that you can offer to your partners. 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.

• More intuitive User Interface
• Canvases optimized to handle 1000s of nodes
• Reuse content across voice, chatbot, SMS, and mobile messaging apps
• Improved reporting and debugging helps you deploy more quickly
• Node search, keyboard shortcuts, and so much more

Our award-winning IVA platform has now been completely redesigned and rearchitected to help you deploy a digital workforce more quickly:

PCI-Compliant Payment Processing

A large state government organization uses IVAs to process payments for all kinds of services, including renewing drivers’ licenses and paying fees. The customer handles up to 500,000 calls every month. By automating payment processing, they have saved hundreds of thousands of dollars each month in labor costs while ensuring that payment processing complies with PCI-DSS regulations.

Appointment Scheduling

Customers, including health care providers, use IVAs to schedule appointments and send reminders. This improves the customer experience by allowing customers to book appointments at any time of the day or evening. It also lowers the cost to serve by reducing the need for more front office staff.

Virtual Concierge

A major hotel chain allows consumers to manage reservations through IVAs. It handles more than 600,000 calls each month and improves the service experience by enabling travelers to make and change reservations more conveniently.

Insurance Enrollment

An organization offers health benefit enrollment through IVAs processing 350,000 calls per month. Automating enrollment enables them to scale up during busy open enrollment periods while lowering labor costs by hundreds of thousands of dollars each month.

Natural Language Call Steering

Many businesses use IVAs to steer calls to the correct person or department (“Please tell me who you’d like to reach”). Calls can be routed quickly and easily without requiring the caller to wait for a receptionist.