What's the hype about virtual agents? Part 2

In our interview, CEO and Co-Founder Reetu Kainulainen continues explaining why virtual agents are the future.

Failure Mode: Ensuring success by designing for failure


Maybe I'm just a pragmatic fin, but I like to actually design for failure. So I'm always thinking, how can we make the solution in a way that if we can't provide the answer, if there's an issue, how can we make sure that the user or the consumer still gets the right to get the resolution that they want?

There're a few things that are important.

First, the solution is connected to your existing customers service solution -let's say Zendesk -- so that the customer journey is not disrupted. If we don't understand or if we can't provide the answer, we need to then be able to make sure, kind of be the concierge, and help the customer to get the right agents or guide them to the right resolution.

You can actually really often launch the solution without interacting with the consumer. We only help the agents that we are kind of listening to the one on one conversation the agent is having. Then we try to understand what are the requests and then provide recommendations for the agent. Here's the things you could say in this particular case. And then we can monitor the agent to see if the agent is actually using those recommendations and sending them or how much they're modifying them. That gives us a nice amount of time and data to see if the solution is ready for automation, but actually, meanwhile, also helping the agents.

If you missed part one, find it here: https://www.ultimate.ai/blog/u...

 

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