The VirtuOz conversation manager is at the core of the VirtuOz Virtual Agent Solution. It’s job is to take input from your users, via the natural language processor, and proactively guide them to answers to their questions. Based on input from your customers and the rules determined by your company, the conversation manager can take many actions.

It may ask a customer for more information or extract information relevant to that particular from another enterprise system. It can also offer solutions to your customers at anytime while also asking if that solution actually resolves their issue. And if the situation merits it, the conversation manager can pull up a situation-specific web page that enables the user to solve their issue (called
co-browsing) or the agent can actually ask if the customer would like the agent to perform a task on their behalf.

Just as you would train a live-agent, the conversation manager can be taught how to resolve new issues. By doing this, you continually add to the types of customer questions and situations the virtual agent can handle.

And because the conversation manager constantly monitors the state of users, it has sophisticated ability to escalate issues to live customer service reps based on many factors, if the situations merit it.