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Virtual Agent: Overview

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Talkdesk Virtual Agent™ is an artificial intelligence-powered conversational assistant that autonomously solves customers’ issues with a human-like experience.

It analyzes the customer’s speech and intents and automatically answers requests without the need for a live agent. 

Since it automates conversations, it is particularly useful in handling repetitive questions related to scheduling, billing, delivery tracking, or order management. 

With Virtual Agent, you can provide an around-the-clock service that will enhance customer satisfaction, while reducing costs and releasing your agents from repetitive customer interactions, to enable them to engage in more complex tasks.

 

How does Virtual Agent work?

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Once an incoming call from the customer is received in your contact center, it goes into a Studio flow, where the Virtual Agent Studio component is executed. As soon as the customer asks a question, technologies such as Speech-to-Text, Text-to-Speech,  Natural Language Understanding (NLU), Natural Language Processing (NLP), and Natural Language Generation (NLG) are put in place to understand and provide the necessary answers to the customer. To do that, the system draws on the connection to Customer Relationship Management (CRM) systems such as Salesforce, or Zendesk, or even to external APIs to gather all the necessary information. At the same time, the system will be evaluating sentiment and interpreting the customer’s emotions to match them with the desired outcomes.

 Note: This tool is available in different languages. For more information about them, please consult the "Talkdesk AI - STT Languages" PDF attached at the bottom of this page.

Once all this data is collected, the system will provide an answer to the customer or escalate the call and hand off the data to a live agent, who can process a more complex request.

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While the call handling process happens in Studio, your contact center Supervisor can monitor the session in real-time. By installing the Virtual Agent application in Workspace, it is possible to observe the number of calls being simultaneously handled by Virtual Agent, the general sentiment expressed in each of these calls as well as on each of the sentences uttered, or the live visual identification of a sentence that Virtual Agent failed to understand. In this application, there is a History tab available, that allows your contact center Supervisor to access recordings of past interactions, in an attempt to identify possible gaps and opportunities for improvement.

Configuring Virtual Agent

If you wish to start using Virtual Agent, please contact your Customer Success Manager (CSM) or Account Executive, since the first step to configure Virtual Agent needs to be done by our internal teams.

The configuration of Virtual Agent consists of the following steps: 

  1. Virtual Agent and Conversation Design creation - as stated above, this is an internal configuration step, in which our teams create a specific Virtual Agent and build a conversation flow in accordance with your business needs.
  2. Configuring Virtual Agent Component in Studio. 
  3. Installing Virtual Agent in Workspace for live and archived session monitoring. 

For more information on this product, please contact your CSM.

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