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Efficiencies & ROI Justifications

The cost of a Virtual Agent transaction is only 10% of the cost of using a live operator. The virtual agent operates 24x7 and doesn't take holidays or go off sick. The key to the getting the best results from a virtual agent is the effective deployment of the V-Base knowledgebase. The Virtualyty platform provides a pre-configured knowledgebase with many customers scenarios included and an easy-to-use interface to allow new questions and scenarios to be added quickly and with minimal manual input.

The use of Live Chat is twice as effective as using a live voice system. The chat operator handles multiple conversations simultaneously. The chat operator is linked to the knowledgebase and the system prepares the answer for the operator, so that a single click will answer most questions.Read More...

By running the virtual agents and live chat operators together, you can get the virtual agents to answer up to 90% of questions, automatically, reducing the number of live chat operators required. At peak times, the virtual agent will automatically answer questions when a backlog starts to build.

The operator console also supports email and user forums, so when operators are not busy, they can answer emails and user forum questions.

The integrated Virtualyty platform allows you to reduce your headcount, manage peaks and troughs and reduce response times. It also provides a consistently relevant and accurate response.

© Virtualyty 2017