Virtual agents are software services offered on a website by an organization. They assist customers in an automated fashion with their questions about products and services, or how to conduct business with the organization.

Many companies use search technologies on their website to allow customers to hunt for answers to their questions. This works well for certain types of queries and issues but fails when questions become more complex or the issues require personalized attention. As a result, users often walk away from sites frustrated or are forced to make a time-consuming call to a human customer service representative (CSR). Virtual agents are often used by enterprises to provide immediate automated assistance to users so they can get their issues resolved without needing to contact a support center for help.

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The first and most apparent indicator that a company could benefit from using a virtual agent solution for service is if a large number of issues are being submitted via phone or email or live-chat to the service organization and the responses to those inquiries are repetitive and could be automated. If an organization looks at its call and email volume and says, “We get these same questions again and again in a particular area, and we give basically the same answer,” then that the company could benefit significantly from providing faster, more-efficient service with an automated virtual agent solution.

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The VirtuOz virtual agent solution was designed to understand the intent of customers and guide them to a resolved and satisfied state. Many VirtuOz clients take advantage of the engaging and intelligent elements of the solution to proactively assist customers with the sales process.

• Guiding customers through business processes, such as filling out an application online – if users have questions the virtual agents are constantly there to assist
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• Answering questions about products and services
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• Proactively and intelligently making cross-sell and up-sell offers personalized to the customer and where they are in the sales process

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