San Francisco- Jun 21, 2010 – VirtuOz (www.virtuoz.com ) today announced the latest version of their
leading virtual agent solution, VirtuOz Rapid Adapt, furthering advancement
of the superior user experience companies can provide their customers. The
VirtuOz Rapid Adapt Release creates the first adaptive virtual agent system
that continually learns and improves with every customer interaction.
Virtuoz has always automated interactions between companies and their users.
This latest release now automates the training of virtual agents and
evaluation of virtual agents’ performance. Thus, the cycle of training,
interaction and learning has been automated to create an unprecedented
virtual agent system that constantly improves the user experience – the more
conversations a virtual agent has, the more effective it is. With VirtuOz
Rapid Adapt, the iterative process of improving a virtual agent that use to
take weeks occurs automatically in a few short hours.
“Our virtual agents are help companies provide a superior user experience
while reducing the costs to assist those customers,” said Alexandre Lebrun,
co-founder and CEO, VirtuOz. “The Summer 2010 Release of VirtuOz enables
them to adapt faster to customer’s needs while giving them unprecedented
insight into the topics and issues that their customers are concerned with.”
AutoLearn
The latest release of VirtuOz has new patent-pending technology that takes
interactions from customers and automatically analyzes and groups similar
input, and identifies solutions to improve the agent’s performance – making
it fast and easy for VirtuOz agents to learn about new topics. VirtuOz’s
industry leading techniques for analyzing input and building solutions go
far beyond simple keyword analysis. The solution intelligently groups user
conversations to determine the true intent of customers. Each group is
automatically analyzed and AutoLearn offers potential solutions for the
virtual agent administrator to review. An administrator can choose among
multiple automatically generated solutions or create a new solution that can
easily be applied to the virtual agent. AutoLearn helps a virtual agent
learn to handle new types of user inquiries and refine its ability to
discern subtle differences between user needs. The result is that every
conversation users have with the virtual agent improves the experience for
future customer interactions.
Voice of the Customer
Leveraging the same underlying patent-pending technology as AutoLearn,
VirtuOz has created a new application that complements the VirtuOz Virtual
Agent Solution called VirtuOz Voice of the Customer. This
externally-focused application takes customer interactions from multiple
data sources, and not only groups these interactions by user intent, but it
monitors trends occurring in these conversations. Thus, companies can see
which customer topics of conversations are trending up or down or are
appearing for the first time. This grants organizations unprecedented
insight into the issues, topics and questions that are top of mind of their
customers in real time from the actual conversations of customers. This
insight enables organizations to react more swiftly to customer issues and
take advantage of trends customers are interested in.
Intelligent Personalized Co-Browsing
The VirtuOz solution has long had the ability to take customers to specific
web pages according to their specific needs. This co-browsing ability
enables the VirtuOz virtual agent not only to tell a customer how to do
something but also take them to a specific place where they can take action
or learn more.
In the Rapid Adapat release of VirtuOz, co-browsing is taken to the next
level with new perceptive abilities. With perceptive co-browsing the
VirtuOz virtual agent can bring up a web page for a customer and change its
behavior based on information it finds on that page.
In a simple scenario, the virtual agent could highlight a part of a web
page, such as an order number, account balance, or button the user needs to
click on. In more sophisticated scenarios, the virtual agent may change the
conversation based on what is found on the web page. This creates a much
more personalized experience for customers. From a technical perspective,
the virtual agent can personalize the user’s experience without integrating
with a backend system – which can speed up implementation and have less
impact from a security standpoint.
Many Other Improvements
VirtuOz Rapid Adapt has many other improvements designed to enhance the
value it provides customers and increase the speed at which companies can
react to customer needs with the VirtuOz Virtual Agent. Here is a partial
list of these additional features:
. New conversation review ability for gathering and organizing feedback
on agent performance
. New dashboard showing specific key performance indicators (KPIs):
o Metrics spotlighting agent ROI
o Agent performance by topic/category
o Top customer requests and answers
o Trend metrics over time (customizable by user)
. New data export capabilities that enable all VirtuOz reports to be
integrated with external reporting systems
. Automatic vocabulary upgrading for easily increasing the number of
words virtual agents understand when interacting with customers
. Improved content authoring
.
About VirtuOz
VirtuOz was founded in 2002 and offers next generation advanced computing
and linguistic virtual agent solutions that enable enterprises to assist
their customers in an automated fashion. This results in not only a
superior user experience and greater customer satisfaction, but it also
reduces the number of issues submitted to a company’s support/sales staff.
With over 40 clients worldwide, such as eBay, SFR, H&R Block, and L’Oreal,
VirtuOz is the leading provider of virtual agents for the Fortune 2000.
