Intelligent Virtual Agents, an AI-based technology that will revolutionize customer service by 2024

Calling the customer service of a company or an administration often means patience for the customers and fatigue for the operators.

Intelligent virtual agents, powered by artificial intelligence (AI), are revolutionizing customer service. Fast response, relevance and availability are the spearheads of these new technological innovations.

What is an intelligent virtual agent?

An intelligent virtual agent, or conversational agent, is one computer program powered by artificial intelligence (AI) technologies. Speech recognition, automatic natural language processing (NLP) or even machine learning are all technologies that enable the agent to do this converse dealing “intelligently” with users. These agents could be chatbots, voicebots Or belbots.

They have the ability to understand and respond to user queries via text or voice. The opportunity for companies and governments to… quality customer service while reducing customer waiting time and providing them with a smooth and efficient user experience.

How it works ?

Conversational agents (voicebot or callbot) are able to create a oral conversation with a caller on the other end of the line. Here’s a simplified way to see how the YeldaAI software works.

By converting text into speech and vice versa, virtual agents, like chatbots, can to start a discussion with a real person, but in a vocal way.

Specifically in the field of customer service, the virtual agent receives the user’s request who speaks to him vocally (through a telephone conversation).

The agent converts audio request to text content thanks to Speech-to-Text (STT) technology. It assimilates the contents of the request and processes the request.

a A response is then generated by the robot and converted into speech for the customer with Text-to-Speech (TTS).

This response is finally spoken by the bot to be understandable to the customer.

All this of course very quickly to guarantee the customer a smooth and efficient conversation. The voicebot or callbot is based on a series of responses to be given based on customer requests. If a customer’s request goes beyond his area of ​​expertise, that is possible refer to a human agent.

The benefits of an intelligent virtual agent

For a company, using an intelligent virtual agent has many advantages:

• The availability : Callbots can be available 24/7. They can literally provide continuous service. Customers therefore have the opportunity to get answers and help at any time, even outside normal opening hours.

• Less waiting time : With a system for automating responses to common requests, call agents can significantly reduce wait time for users because they no longer have to wait for a human operator to become available to talk to them.

• Savings : A call bot can manage a large number of calls simultaneously, allowing companies to limit their recruiting needs and reduce their operational costs.

• Customer satisfaction : By providing customers with efficient and fast service, intelligent virtual agents can help improve the satisfaction of the company’s customers.

• Better division of labor : By handling repetitive and simple requests, virtual agents free up human operators, who can then devote themselves to more complex tasks with higher added value.
• The precision : Artificial intelligence allows companies to provide their customers with precise, consistent answers, tailored to their questions. The risk of forgetting and making mistakes is limited compared to human agents.