Intelligent Virtual Agent

Intelligent Virtual Agent

Overview

Intelligent Virtual Agent

In today’s world, automation is becoming a business requirement.

It’s an effective way of cutting costs and optimising your business, especially when it comes to repetitive tasks. It’s why, together with Inference Solutions, we’ve developed our Intelligent Virtual Agent solution, which allows you to effectively automate interactions between your organisation and your customers.

Our unique offering successfully blends automation and Artificial Intelligence (AI), for a better client experience. Available to all our clients, our Intelligent Virtual Agent currently leverages Text to Speech (TTS), Automatic Speech Recognition (ASR), and Natural Language Processing (NLP) capabilities, making it easier for businesses and their clients to interact with the system.

Key Features

Key Features

Biometric capabilities allow for user authentication without the need for a passcode or security questions

Outbound campaigns enable notifications and reminders to be sent to clients

Compliance with HIPAA (Health Insurance Portability Accountability Act) and PCI-DSS (Payment Card Industry Data Security Standard) ensures the protection of your clients’ sensitive data without revealing it to your human agents

FAQ

FAQ

Frequently Asked Questions

An intelligent virtual agent (IVA) is typically software that uses scripted rules and artificial intelligence (AI) technology to provide automated guidance to customers. It interacts with people to provide online customer service or self-help functionality. AI technology enables virtual assistants to deal with people in a human way.

It all comes down to an improved customer experience which results in happier customers and a reduction in churn. An intelligent virtual agent leverages text to speech, automatic speech recognition, and natural language processing (NLP) capabilities to make it easier for businesses and their customers to interact with the system.

Furthermore, intelligent virtual agents can automate highly repetitive and routine tasks using AI chatbots. This allows the human agents to focus on managing more complex and sensitive customer issues.

While the use cases are varied, here are a few examples of automated functions an intelligent virtual agent can assist an organisation with:

  • Self-service password reset
  • Basic IT requests and troubleshooting
  • Assistance on configuration requests such as ‘how do I…’
  • Customer queries (live chat conversational AI)
  • Managing frequently asked questions

Intelligent virtual agents are more advanced than regular chatbots and can engage with a customer in a way that mimics human behaviour. They also feature machine learning capabilities meaning they can adapt their approach based on past experiences thereby further improving the customer engagement.

As the requirements for each organisation are unique, please complete our enquiry form and one of our expert consultants will contact you about the best intelligent virtual assistant in South Africa.

Currently the intelligent virtual agent is only available to our South African customers.

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