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Updated on 26 Mar 2024
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Imagine deploying a top-tier agent for each communication channel to efficiently manage routine tasks, allowing you to prioritize customer interactions while reducing your workload.

A Virtual Agent actually understands what the customer says, whether it's through text or speech, and allows them to perform desired tasks without the need for a live agent. Knovvu Virtual Agent is effectively automate simple tasks, help increase self-service and decrease costs for customer service operations.

virtual-agent-about

At its core, the system is adept at recognizing user utterances and seamlessly converting them into written text when provided as spoken words. Subsequently, an intent detection algorithm meticulously analyzes the recognized input. The algorithm then conveys the final intent to the client application. The client application's anticipated role is to deliver the specific service requested by the user. Thanks to this cutting-edge technology, which comprehends natural speech and text, users can engage in transactions by conversing as though they are interacting with a real person.

Highlighting features of Virtual Agent;


Higher Performance	Tasks like creating scenarios, designing forms and reporting can be executed faster.
Market-Leading Accuracy Rate	We are proud of our market leading AI-based intent recognition accuracy rate of >96%.
All-In-One Solution	SR, TTS, NLU, orchestrator and design studio. All in a single solution. No need for 3rd party involvement.
No Coding Required	Smart conversations and complex business flows can easily be designed with drag & drop.
Domain Readiness	Knovvu Virtual Agents come with pre-built and ready-to-go integrations for different industry verticals.

Knovvu VA allows companies to consistently enhance CX (customer-facing) and EX (employee-facing) systems established for their operations;


Customer Experience (CX) Benefits:	1. VA removes repetitious and mundane inquiries that consume time and can be monotonous and boring to your staff, not letting them leverage & grow their skills. 2. VA can be used internally as an overlay for an internal knowledge base, enhancing search capabilities. It collects customer interactions and information before delivering them to an agent, equipping agents with valuable insights to better serve customers.
Employee Experience (EX) Benefits:	1. VA is available round the clock, providing customers with constant support.VA provides customers with quick and immediate responses, reducing wait times and enhancing satisfaction. 2. VA allows users to communicate in natural language, offering a personalized experience. 3. VA enables customers to access swift self-service options across various channels like chat, SMS, and conversational IVR, making it easier to handle straightforward customer service and sales inquiries. 4. VA empowers customers to receive support through their preferred "channel of choice" (e.g., phone, text, social media, and others). The term "Channel of Choice" reflects consumers' desire to receive assistance in their preferred communication channel, rather than being limited to voice or email support alone.

Customer Experience (CX) Benefits:

1. VA removes repetitious and mundane inquiries that consume time and can be monotonous and boring to your staff, not letting them leverage & grow their skills.
2. VA can be used internally as an overlay for an internal knowledge base, enhancing search capabilities. It collects customer interactions and information before delivering them to an agent, equipping agents with valuable insights to better serve customers.

Employee Experience (EX) Benefits:

1. VA is available round the clock, providing customers with constant support.VA provides customers with quick and immediate responses, reducing wait times and enhancing satisfaction.
2. VA allows users to communicate in natural language, offering a personalized experience.
3. VA enables customers to access swift self-service options across various channels like chat, SMS, and conversational IVR, making it easier to handle straightforward customer service and sales inquiries.
4. VA empowers customers to receive support through their preferred "channel of choice" (e.g., phone, text, social media, and others). The term "Channel of Choice" reflects consumers' desire to receive assistance in their preferred communication channel, rather than being limited to voice or email support alone.

Acronyms and Abbreviations

AI: Artificial Intelligence
IVR: Interactive Voice Response
NLU: Natural Language Understanding
SR: Speech Recognition
TTS: Text-to-Speech
API: Application Programming Interface
ML: Machine Learning
SaaS: Software as a Service
HTTPS: Hypertext Transfer Protocol Secure
OCR: Optical Character Recognition
VAD: Voice Activity Detection
SIP: Session Initiation Protocol
PBX: Private Branch Exchange

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