AI-Powered Virtual Agents for Frequently Asked Questions
Analyst Report: The AI-Powered Virtual Agent
By Frost & Sullivan
What Are Virtual Agents for FAQ?
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.
Virtual agents are perfect for handling the routine and repetitive frequently asked customer questions that often end up with live agents. Offload these FAQ calls and chats from live agents to AI-powered virtual agents, which use natural language processing (NLP) to have multi-turn conversations with customers for store locations/hours, directions, parking information, policy information, and more - all the things live agents do.
What is the Customer Experience Like with a Virtual Agent?
FAQ – Healthcare
David’s niece just had a baby, and he wants to visit her in the hospital. It’ll be a surprise because he lives a few hours away and told her that he might not be able to make it. To make sure his surprise isn’t foiled, he wants to call the hospital to confirm visiting hours. Watch to see how the virtual agent offers an experience that rivals a live agent for his FAQ call.
Which FAQ Challenges Do Virtual Agents Help You Address?
- Free up live agents from answering repetitive questions
- Create effortless self-service experiences for FAQ
- Call & chat deflection
Sample FAQ Conversation
Thanks for choosing The Grand Hotel. How can I help you today?
Natural language intent capture.
I was wondering if you guys have a gym in the hotel.
Self-service initiated through voice interfaces is set to grow 30% over the next four years.
The Grand Hotel has a fitness center located on the third floor. It is accessible using your room key. Do you want to hear the hours of operation?
Conversational AI allows virtual agent to hear what is said and do something intelligent with it.
Hold on, let me grab a pen.
Customers can say “hold on,” “go back,” or “repeat” at any point. The conversation handling is built into the virtual agent’s AI brain core.
No problem, let me know when you’re ready to continue.
Human-centric AI design.
Ok I’m ready.
The Fitness Center is open Monday through Friday from 5AM to 11PM, and Saturday and Sunday from 6AM to 9PM. Is there anything else for today?
Virtual agent is jacked-in to your systems of record so it can pull the right information at the right time.
Thanks for choosing The Grand Hotel and have a great day.
Integrations – FAQ
SmartAction integrates with every IVR, contact center platform, CRM, and knowledgebase.
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 FAQ Calls & Chats with SmartAction?
Learn more about SmartAction’s obsession with LIFE LESS HARD™