# VIRTUAL AGENT

Replace live agents with a 24/7 virtual agent, involving human support only when necessary.

# Features

The way businesses engage with their customers has evolved with **Digital Transformation**, leading organizations to adopt multiple communication channels that allow users to choose their preferred method of contact. However, the **WHAT** has not changed, as core activities remain the same, including collections, sales, promotions, and customer service.

The **VIRTUAL AGENT** service changes the **HOW** by replacing a **LIVE AGENT** for selected activities and involving human support only when necessary.

# Brochure

[Brochure\_Virtual Agent\_ENG](https://docs.cleverideas.ai/attachments/16)

# Infrastructure

# Architecture

The following diagram illustrates the architecture and interaction flow of the **Virtual Agent** solution with voice capabilities.

The interaction begins when the user communicates with the **Virtual Agent** via text or voice. The message is analyzed by the **Natural Language Processing (NLP)** module and processed through **Artificial Intelligence (AI) tools**, which incorporate business rules, operational workflows, and user authentication.

The system retrieves information from sources such as **Google Sheets, databases, CRM, and ERP systems** to generate the appropriate response.

Finally, the **Natural Language Generation (NLG)** module delivers the response in text format or converts it into speech using **Text-to-Speech (TTS)** technology.

When required, the interaction can be escalated to a **Live Agent**.

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# Use Cases

You define the characteristics and business rules of your **ideal agent**.

# Customer Service

- General information
- Billing inquiries and clarifications
- Incident reporting
- Customer loyalty and engagement
- Customer retention
- Data updates
- Proactive notifications regarding potential issues
- Reduction of inbound calls

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# Collections

Manage different portfolio segments and tailor collection strategies based on delinquency levels and the business rules defined by the customer according to their industry.

- Early-stage delinquency
- Late-stage delinquency
- Charged-off accounts

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# Sales

- Lead generation
- Customer pre-qualification
- Promotions and offers
- Upselling and cross-selling of products and services

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