AI-Powered Virtual Agents for Tier 1 Tech Support, Troubleshooting, and More
Analyst Report: The AI-Powered Virtual Agent
By Frost & Sullivan
What Are Virtual Agents for Tech Support?
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.
Tech support often follows the same steps over and over, making these calls/chats perfect for AI automation. By seamlessly integrating with your CRM or ERP, virtual agents use natural language processing (NLP) to help customers through basic troubleshooting steps, resetting devices, and much more - all the things live agents do.
Which Tech Support Calls & Chats Can be Automated Using Virtual Agents?
What is the Customer Experience Like with a Virtual Agent?
Scenario 1: Tier 1 Tech Support
Chris owns a small business and creates his own signage for the local promotional events he attends. His label printer has been acting up lately and it’s costing him paper. This has happened before and he thinks the printer just needs to be reset, but he does not remember how to reset it. Chris gives customer support a call and is helped through the steps by an AI-powered virtual agent.
Scenario 2: Troubleshooting
Wendy, a retired nurse, loves to watch her soap operas in the afternoon, but the TV isn’t working today. She’s not very tech-savvy, so after pressing a few buttons on the remote, Wendy decides she may as well seek help before something else breaks. She locates her TV’s manual and dials the customer service number inside. Watch to see how the virtual agent helps Wendy get her TV working.
Which Tech Support Challenges Do Virtual Agents Help You Address?
- Call/chat deflection from live agents for routine troubleshooting
- Automate without sacrificing an ounce of Customer Experience
- Upskill agents to handle calls/chats that require the human touch
Sample Tech Support Conversation
You’ve reached the technical support line. As a virtual agent, I can help with power and connection issues. Please tell me the problem you’re having.
Virtual agent provides best CX by identifying what it handles best, with all others going to live agents.
My television won’t turn on.
Natural language intent capture.
I can help you with power issues. I’ll take you through a series of steps to help troubleshoot the issue. Once you’ve completed the step, please say, “Continue,” to resume the instructions. First, is there anything near the bottom left or right hand corner of the TV that could be blocking the remote sensor?
Human-centric AI design.
Please remove the obstruction and try turning on the TV again. Did that work?
Most tech support requires basic troubleshooting that is perfect for virtual agents.
It sure did.
Virtual agents deflect non-revenue generating calls/chats from the contact center to save on agent costs.
Great. Is there anything else for today?
No, that’s all.
Integrations – Tech Support
SmartAction integrates with every IVR, contact center platform, CRM, and ERP.
Your IT team simply needs to expose APIs to the same data accessed by live agents. The SmartAction CX team will determine the best ways to connect to your data.
- NICE inContact
- Other Legacy Systems
- Other Homegrown Systems
For the most human-centric AI design and implementation, choose SmartAction’s virtual agent solution.
Why Automate Tech Support with SmartAction?
Learn more about SmartAction’s obsession with LIFE LESS HARD™