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Virtualyty Knowledgebase (V-Base)

V-Base is the name we give to our Virtualyty knowledgebase.

All of the Virtualyty components are integrated into the knowledgebase. It drives our avatars, virtual agents, live chat, FAQ's, email and user forums.

When a question is asked we match the question against the V-Base knowledgebase and return the answer using a combination of Natural Language Processing, Semantics and keyword matching.

We can also return links to relevant web services or How-To videos. The system also returns documents or image files to help resolve your customers query. The system has the ability to embed offers against certain questions or groups of questions.Read More...

Within the V-Base, we also have functionality to set business rules to determine which channel is used to respond to a question. If a question can't be answered by the virtual agent, then you can direct it to a live chat operator, convert the question to an email or initiate a call-back from a live operator. You can also detemine channel prioritization, so that when live operators are busy the virtual agents will automatically answer questions or you can categorize questions so that they are automatically answered by a virtual agent or by a live operator.

The V-Base is structured to allow questions to be categorized in a hierachical structure around company, category, product, question header and question detail. The structure allows activity to be reported at multiple levels to determine the most active areas and to allocate resources and costs according to your company organisational structure.

The Virtualyty V-Base comes pre-populated with standard questions. It is quick and simple to update these to reflect your product/service naming conventions. New questions are easy to add using our V-Base populate tool and any unresolved questions are recorded and are easily repopulated back into the V-Base ensuring your knowledgebase is always up-to-date and accurate.

© Virtualyty 2017