V-Person™: Self-Service & Live Chat
Combine virtual and real support for seamless, effective digital support
Get to know V-Person technology
Chatbots, virtual agents, and live chat are all popular digital support tools for providing online service to customers and delivering employee support. With V-Person technology from Creative Virtual, your organisation is empowered to deliver an even better experience through the deep integration of self-service virtual agents and chatbots with human-assisted live chat.
This innovative conversational AI technology empowers you to create a consistent, seamless user experience through a combination of virtual and real support that is defining industry best practice.
A deeply integrated solution for seamless experiences & better support
- Offer convenient self-service with chatbots and virtual agents customised by channel, product, business unit, user profile, and device
- Set customisable rules and triggers for the self-service virtual agent to seamlessly escalate users from virtual to real agent
- Pass a complete conversation history from the virtual agent to the live chat agent as part of the handover
- Automatically present live chat agents with the response found in the virtual agent knowledgebase as customers ask questions
- Provide agents with options to reply with the answer as it appears, send an edited version, or type in their own response
- Enable agents to share real-time feedback on content, helping to improve the virtual agent and keep content up-to-date, with actionable feedback loops
How V-Person works: Combining virtual & real support
The future of customer service & employee support
V-Person conversational AI technology brings together virtual and real support in a way that is defining industry best practice. Our fully integrated solutions provide real business value today and give you a solid foundation for future evolutions in customer service and employee support.
The virtual agents and chatbots do all of the discovery work and troubleshoot issues before handing an open case to a live agent. This has proven success in reducing live chat contacts by over 50% and cutting down average handling times (AHT) for live chat sessions by up to five minutes.
Your agents benefit from starting each session with a complete history of the user’s conversation and the pre-chat information collected by the virtual agent. They then help the virtual agent continuously learn and improve through their interactions with your customers or employees. They become knowledge experts, conversation designers, and chatbot trainers just by doing their regular job.
While V-Person chatbots and virtual agents can be integrated with any third-party live chat tool, Creative Virtual’s combined solution provides a deeper connection between your self-service and human-assisted support. This not only improves the consistency and reliability of your engagements, but also further reduces maintenance costs of both solutions.
