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Interactive Virtual Assistant
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IM Virtual Assistants, our customizable speech/text oriented application modules, specialize in different self-service tasks and also help Contact Centers human agents to deliver flexible and valuable customer interactive services.
IM Virtual Assistants use an open, natural, free flow dialogue to overcome traditional interaction constraints (menu depth, tedious transactions, too many clicks) using Natural Language Interactivity to implement multimodal services:
- they understand user requests and as a result people no longer need to learn how to use the self-service system;
- they listen to user sentences and are able to ask for any missing information, if necessary;
- applications are no longer menu-driven and do not ask users for one piece of information at a time.
They are an interactive Customer Care solution that ensures customers get the right answers for their specific needs.
Customers achieve their goals more easily and quickly, the range of operations automatically handled is increased, and self service applications are easier to use.
IM Virtual Assistants prompt the user with a friendly “Hello, how may I help you” and the dialogue becomes “natural”. They are integrated with a fifth generation avatar technology (supplied by Indisys, see here for more information).
The applications are based on IM.MM+, multimodal service delivery framework, an innovative technological platform based on natural language processing and intelligent dialogue management for a new generation of interactive services.
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The conversation between the customer and the IM Virtual Assistant is based on a natural, flexible dialogue which adapts to the person, not a guided, predefined or menu-driven dialogue like traditional self-service systems.
IM VA use an easy and reliable Natural Language Processing (NLP):
- Applications not only understand what the person means, but also manage the conversation, connecting to data and information sources seamlessly.
- NLU is applied to voice and text with the benefit of morphological and lexical analysis, syntactic rules, semantic knowledge.
- Speech technologies (ASR, TTS) by leading vendors are integrated with standard interfaces, inheriting all the power of up-to-date acoustic models, grammars, language models, semantics, advanced synthesis.
- All channels are managed with the same priority, and the different results are put together; channels and interaction logic are de-coupled.
Companies leverage technology to reduce the cost of customer care while improving its quality and dependability. Many organizations have made significant investments in providing information and services through self-service channels. Customer care is a process that relies both on automated and assisted service. A human agent, who is necessary for assisted service, is expensive but can handle the most complex and important calls. A self service system is less expensive but handles simpler transactions. However the overall process is still quite expensive. How can we cut customer care costs? IM Virtual Assistants are the answer to handle complex transactions at a fraction of the cost of a human agent. They use Natural Language Understanding to provide a cost effective solution that can handle complex transactions in conversational dialogue form. They interact with customers in any language and through any communication channel. They are trained to provide the right answers, and they embody the best qualities of the best human agents. They handle large volumes of queries, allow savings of time and money, shorten interactions and may even help to keep customers from changing to competitors. IM Virtual Assistants overcome traditional systems limitations granting a quick development cycle, ease of training and customization, a conversational approach, collaboration with human agents (like a personal assistant). |
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