AI-Powered Virtual Agents for Authentication, Rewards, and More
Analyst Report: The AI-Powered Virtual Agent
By Frost & Sullivan
What Are Virtual Agents for Accounts/Membership Services?
AI-powered virtual agents use conversational AI to automate the routine conversations traditionally handled by live agents. With SmartAction’s Omni-Bot™ feature, organizations typically start in voice, where the ROI is the greatest, then scale the same experience to chat or text for a complete omnichannel self-service strategy.
There are nearly a dozen repetitive processes related to customer accounts & memberships that can be automated and fully contained using virtual agents. Offload these routine calls and chats from customer service reps to AI-powered virtual agents. By seamlessly integrating with your CRM or ERP, virtual agents use natural language processing (NLP) to help customers update their account, claim rewards, reset passwords, and much more - all the things live agents do.
Which Accounts/Membership Calls & Chats Can be Automated Using Virtual Agents?
What is the Customer Experience Like with a Virtual Agent?
Scenario 1: Account Authentication with Live Agent Transfer
Bailey rarely reviews her utility bill because it is usually the same amount every month. But since it’s been so cold, she has been using her heat a lot more, so when the bill arrived to her email address this week, she took a closer look. She saw a few charges she didn’t recognize and decided to give the provider a call during her lunch break.
Scenario 2: Update Address
Moving is exciting, but it can also be a hassle. Peter knows this first hand, as he recently moved and is going through the process of updating the shipping and billing address on all of his accounts. For most of the accounts, he makes updates online. But as he is walking around his new neighborhood with the dog, he remembers that he needs to update his address with his insurance company. Peter finds the company’s customer service number and calls while on his walk…
Scenario 3: Claiming Rewards
Michelle was listening to the radio when she heard about a deal too good to pass up: switch wireless carriers and receive a $200 reward card. With her boyfriend’s birthday coming up, the extra money will help her buy a nice gift. She makes the switch in her local store, and on her way home, she calls to claim the reward card. When a virtual agent greets her, she is skeptical but decides to give it a try.
Which Accounts/Membership Challenges Do Virtual Agents Help You Address?
- Live agents handling tedious, repetitive, simple calls & chats
- Reduce live agent handle times
- Personalization to improve CX and streamline processes
- Seamless integration with contact center platform, CRM, ERP, and other systems
Sample Accounts/Membership Services Conversation
Thanks for calling Viserion. I found an account tied to the number you’re calling from. Is this Jeremy Jones?
Virtual agent is jacked-in to your customer data and offers personalized greetings based on caller ID.
Yes it is.
72% of customers expect you to know them when they call.
Great. For security purposes, I need to verify your account. What is the zip code on your account?
Account authentication can verify SSN, zip code, account number, or any other personal identification info you choose.
Oh eight oh three nine.
If a customer didn’t have this information, the virtual agent would ask for another piece of personal data for account verification.
Thanks. How can I help you today?
Natural language intent capture.
I need to reset my password.
The virtual agent is listening for one of several intents. The most routine call types will stay with the virtual agent while the rest will be transferred to agents.
I can help you reset your password by sending you a text message with a link to our reset password page. Are you calling from a mobile number?
Omnichannel integration allows the virtual agent to send texts while remaining on the phone with customers.
If this was not a mobile number, the virtual agent would go down a different path based on that response.
Got it. I will send the text now. Let me know when you receive the text and are ready to continue.
Please click the link in the text message and follow the steps to reset your password. If you’re having trouble, call back and I’ll get you to a specialist who can offer further assistance. Is there anything else for today?
If Jeremy called back, short-term memory within the AI helps the virtual agent recognize the number and offer a proactive greeting to get him immediate help.
No, that should be it.
Thanks for calling Viserion. Have a great day.
Integrations – Accounts/Membership Services
SmartAction integrates with every IVR, contact center platform, CRM, and payment gateway.
The most important integration for Billing is with your CRM.
Your IT team simply needs to expose APIs the SmartAction CX team, who will determine the best ways to connect to your data.
- Other Homegrown Systems
- NICE inContact
- Other Legacy Systems
For the most human-centric AI design and implementation, choose SmartAction’s virtual agent solution.
Why Automate Accounts/Membership Services Calls & Chats with SmartAction?
Learn more about SmartAction’s obsession with LIFE LESS HARD™