Enterprise Class. Cloud Based.
Consumer Tested.
Industry Leading Technology
Fully customizable user interface
Patent-pending NLP and predictive intent analysis
Flexible response methods
Seamless integration with existing infrastructure
Sophisticated analytic dashboards
Proven Technology Backed by Millions of Conversations
VirtuOz Intelligent Virtual Agents have had millions of conversations in multiple languages on high visibility websites worldwide. Our proven virtual agent technology is deployed through a secure cloud service model, delivering high-performance virtual agents with predictable and measurable results.
Fully Customizable User Interface
Our UI component library allows you to fully customize the design and customer engagement model of your virtual agent. In addition, we partner with design firms to create the avatar or UI that reflects your brand, image, and business mission, guaranteeing a positive and consistent customer experience.
Patent-pending Advanced Natural Language Processing and Predictive Intent
VirtuOz virtual agents engage users in natural conversations via a simple chat metaphor. After quickly and accurately determining the subject, and intent of an issue, the VirtuOz Conversation Manager guides the consumer to the answer they are looking for. Using patent-pending Advanced Natural Language Processing and Predictive Intent Analysis, the Conversation Manager:
- Emulates the flow of human conversation, and your brand, in both tone and content
- Understands slang, misspellings, acronyms, and grammatically incorrect words or phrases
- Uses the appropriate social protocol for greetings and farewells, criticisms, compliments and frustrations
- Offers social engagement capabilities beyond business centric dialog to create a brand personality that engages consumers and builds rapport
VirtuOz hits all performance targets in 8 of 9 categories in Gartner’s 2011 Virtual Assistant Landscape Report
Gartner
Flexible Response Methods to Resolve Consumer Issues
Regardless of specific business mission, virtual agent’s fundamental promise is to respond quickly and accurately while resolving the consumer’s issue. The VirtuOz Resolution Manager offers a range of response methods, depending upon the desired outcome, as well as a compelling experience that keeps consumers informed, satisfied, and even delighted. Response methods include:
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Direct Response The virtual agent provides a direct answer to a straightforward question for the quickest resolution. |
Guided Response The virtual agent guides the consumer to the appropriate content on your website or in your knowledge base – a direct path to effective self-service. |
Response by Proxy The virtual agent executes more complex and personal tasks on behalf of the consumer for effortless self-service. |
Seamless Integration with Existing Infrastructure
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Enterprise Systems Integrating with your CRM, ERP, or custom back office applications allows you to create a responsive and personalized customer channel, resulting in increased customer satisfaction. For example, you can greet customers by name, promote and upsell based on their profile, show order status or billing history, personalize responses to service requests, or automatically open trouble tickets. |
Knowledge Bases Integrating with your existing knowledge base extends the value of your corporate content development and maintenance and ensures consistency across multiple customer channels. In addition, VirtuOz offers a “thumbprint” knowledge base to support specific dialog and content for a particular agent mission or customer goal. |
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Human-Assisted Channels When a consumer need is outside the scope of the virtual agent, the consumer is intelligently directed to the most appropriate human-assisted channel. The virtual agent ensures a smooth transition, communicating queue times and sending a copy of the conversation transcript to maintain context and avoid asking the consumer to restate his or her request. |
Web Analytics VirtuOz supports integration of virtual agent metrics with leading web analytic tools, offering you performance measurement in the broader context of your customer’s entire web experience. Website analytics augment the virtual agent’s analytics to provide the most comprehensive usage statistics and support A/B testing. In addition, path analysis to and from your agent provides a complete picture of the customer experience and highlights opportunities to improve your agent’s performance. |
Sophisticated, Analytic Dashboards
VirtuOz Analytics is an intuitive application that helps you to evaluate your virtual agent’s performance, learn what your customers are interested in and understand their needs. Convenient dashboards allow you to measure performance goals and customer satisfaction goals.
Agent Performance Dashboard
The VirtuOz Agent Performance Dashboard aggregates all key performance indicators (KPIs) in one accessible and easy-to-understand interface. You can configure the virtual agent performance dashboard to display the key metrics that are relevant to the agent’s mission and performance goals as well as your own customer satisfaction goals.
Voice of the Customer Dashboard
The VirtuOz Voice of the Customer (VoC) Dashboard is designed to provide insight into your customers’ thoughts and behavior. With VoC, you can understand customer concerns and behaviors, identify customer trends in real-time, react quickly to issues that impact customer satisfaction, and focus on improving content areas where customers most frequently seek a response.