What's the hype about virtual agents? Part 1

In our interview, CEO and Co-Founder Reetu Kainulainen discusses why Virtual Agents are the future.

So when it comes to virtual agents, it's really easy to list the promises of like - hey we can take the burden of your agents. We can automate their admin work. And we could do this across channels and languages. But of course, the question is how. Like you need to prove that somehow.

Because customer service is about conversations, we need to understand the conversations. What is the consumer wanting? What is the request here?

We use a technology called deep learning, which enables us to actually use for example your historical data to train the language model exactly for your company. Because even if you are an insurance company, you're not going to be the same insurance company as all the insurance companies. So it's very important that we train an algorithm or an AI model, that is just for your customers and how your customers say things. And how your customers request service.

Once we understand what the customer wants, we need to be able to then map out the resolutions. We need to understand, what does an agent need to do to be able to handle that case? If you can't provide an automated response then you fail. That's not the goal. The goal is to provide value when we can and the rest of the time make sure that the agent or somebody else provides the value.


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