The Citi Commercial Cards has launched a highly intelligent virtual agent (›IVA›) technology in its call centers in America using the latest technology from Interacts, a renowned interactive AI company. The IVA uses Interacts' Adaptive KnowledgeTM technology, which offers a combination of artificial intelligence (AI) and highly skilled human knowledge to give the best level of customer service possible to all their customers.
The IVA is integrated into the existing business practices so that both the customer service center as well as the call center management are guided with the help of an automated call tracking system that collects data on every single call. In fact, this technology is so effective that it even manages the customer's voicemail and emails.
A recent survey conducted by Interacts revealed that a large percentage of call center representatives had no idea about the features of the IVA technology. The software is now embedded into the IVA solutions and is also available for any other clientele across various industries. With a wide range of features, IVAs ensure customer satisfaction without overburdening the staff of the call center.
The IVAs provide an excellent opportunity to improve the quality of service that a customer has been experiencing in their call center management. The IVAs also enable the managers to make quick changes to existing customer service techniques. The call center managers can also use the IVAs as an asset for improving customer relations with their clients.
The live chat feature enables a customer to be able to contact their agent within seconds with a live voice call that answers questions or clarifies issues that they may face when making a transaction. The live chat service helps the customer to make immediate contact with their agent and to make decisions that are relevant to them, based on the data collected and the information provided by the agent.
The live chat service also makes it possible for the customer to directly access all the relevant data related to the product or service that they wish to purchase without having to contact the agent directly. The IVAs can provide the required data or the relevant information to a customer immediately from their computers. These features are made possible using a sophisticated web-based interface that is customized specifically for each individual agent.
The live chat feature is also used by the agents for managing the customers in any way they feel fit. The IVAs help the agents in taking care of customer queries in a more efficient manner and provide them with the necessary tools to manage the customers effectively. The live chat facility is also used to provide valuable feedback and to answer any inquiries that the customers may have about the services being offered.
IVAs can also be used to automate various business processes and enhance the quality of customer service in the call center. A good example of an IVA is a call screening process that automatically provides a list of potential customers to the agent, based on a pre-defined profile.