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

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 . 

 

  

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 

 

 

  

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 

 

 

  

Sales
Lead generation 

 Customer pre-qualification 

 Promotions and offers 

 Upselling and cross-selling of products and services