V-Person™ for Contact Centre Agent Support
Create better experiences and improve performance by assisting agents with easy-to-use desktop conversational AI solutions
Get to know V-Person for Contact Centre Agent Support
Customer contact centres require a great deal of investment – from recruiting and training staff to putting the necessary tools in place for agents – and are an important piece of your customer support strategy. With V-Person chatbot, virtual agent, and live chat solutions from Creative Virtual, you can provide agents with conversational AI solutions that give them an extra edge in providing customers with quick, competent service.
Solutions to improve both agent and customer experiences
V-Person agent-facing solutions are designed around the real challenges of contact centres and an evolving landscape of communication channels. Regardless of what channel agents are delivering customer support on – phone, email, social media, SMS, messaging apps, live chat – our conversational AI platform enables them to quickly access the information they need. This improves the experience for your agents and empowers them to deliver a better experience to your customers.
Agent Support Solutions
With the V-Person conversational platform you can build and deploy virtual agents designed specifically to support agents in your contact centre.
- Reduce training time for agents and give all staff members easy access to the same level of knowledge regardless of experience.
- Provide answers to queries entered in natural language as well as internal abbreviations and acronyms commonly used by your agents.
- Handhold agents through procedures, processes, applications and other forms with step-by-step guidance.
- Configure a customised agent dashboard that provides easy access to the right tools, information, and real-time alerts about important updates.
- Allow agents to focus on creating positive customer engagements rather than retaining content by giving them instant, reliable access to information at their fingertips.
Live Chat Solutions
The deep integration of V-Person chatbots, virtual agents, and live chat delivers a seamless user experience and better live agent support.
- Set customisable rules and triggers for the self-service virtual agent to seamlessly escalate customers 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 live chat agents to provide real-time feedback on content, helping to improve the virtual agent and keep content up-to-date, with a unique feedback loop.
Designed to meet your contact centre challenges
AI-powered V-Person virtual agents and live chat help you maximise on your contact centre investments, improve satisfaction and build confidence with customers.
- Provide the right information to each agent at the right time to reduce average handling times (AHT) and increase first contact resolution
- Create consistency across multiple contact centres and communication channels
- Enable all staff to step in to answer customer questions with confidence during peak or busy times
- Update virtual agent content quickly to ensure agents have consistent access to time-sensitive information and current versions of procedures and policies
- Focus agent training on delivering compassionate, emotionally intelligent engagements instead of on memorising and retaining content
- Gather real-time feedback and suggestions from agents as part of their normal jobs with feedback loops that assist with keeping content accurate and up-to-date
- Adhere to security requirements with options for hosting on-premise, in the cloud or in a private cloud
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Conversational AI underpinned by a powerful orchestration platform
V-Person technology is underpinned by V-Portal™, the most functional virtual agent, chatbot and live chat management platform in the market today. With V-Portal, you can create conversations with agents and customers in a seamless, personalised way at large scale and gain valuable insights into those interactions.
Our orchestration platform provides one place to:
- bring together content sources and AI systems
- manage the intents
- blend together natural language processing (NLP), human curation of content, artificial intelligence (AI) and machine comprehension
- create seamless, personalised conversations
- set customisable user permission and workflow options for the creation, approval and publishing of content
- generate and analyse conversational analytics and user feedback data and reports
Local support & international insights from an experienced global team
“The service from Laura and Andi has been great since we launched our virtual assistants. They have been on hand to support with any question I have and support I’ve needed. During the tough times of the COVID-19 outbreak, we have had to make multiple changes quickly and they have made this process simple.”
– Major Financial Services Group
