RAPID RESPONSE VIRTUAL AGENT
Transition callers to digital self-service in times of crisis.
A Rapid Response Virtual Agent intercepts callers with a seamless channel switching experience to deflect or screen calls that do not need human assistance.
Virtual Agents As A Service
During moments of crisis, one of the most difficult challenges for contact centers is long hold times due to the amount of agent time spent fielding commonly asked questions that could have been deflected by a FAQ bot or screening bot.
Step 1
The Virtual Agent presents callers with a custom greeting that offers a text link to an Answer Center that can answer their questions immediately instead of waiting on hold.
Step 2
The Virtual Agent initiates an SMS text message to the customer that provides a link to a chatbot.
Step 3
The end user initiates a Virtual Agent over Rich Web Chat that can either answer Frequently Asked Questions (FAQs) or in other instances, it might be better to link to a screening chatbot who can ask a few qualifying questions to determine their escalation path, if any.
FAQ Bot Example
Screening Bot Example
Reference Architecture
A Rapid Response Virtual Agent can be quickly deployed to your voice channel to deflect calls that do not require human assistance by either sitting in front of your IVR as a front door, or behind it as a “Press 1” option.
Rapid deployments can be made via PSTN while a longer term approach might choose SIP.
See It In Action
Watch this demo of our Rapid Response Virtual Agent designed to deflect customers calling with questions about COVID-19 and provide self-service over Rich Web Chat
Aarde Cosseboom
Director of GMS Technology
