Save costs and improve customer service interactions with Intelligent Virtual Agents
Effective contact centre deployments offer a wide range of self-service options for the customer. These often include Intelligent Virtual Agents (IVA). Intelligent Virtual Assistants deliver a conversational and engaging experience across both your digital and voice channels and can facilitate a wide range of typical customer request cases such as status update enquiries, updating address details, booking appointments and service reviews etc.
Intelligent Virtual Assistants are artificial intelligence enabled chat assistants
Virtual Agents offer a similar human conversational experience but as automated interactions. Once implemented efficiently, virtual assistants can deliver an exceptional customer experience at a fraction of the cost for live agents.
The Virtual Agents free up valuable time and resource to focus on higher value interactions to drive retention, customer satisfaction and loyalty but also sales. They are also able to capture and store information and detect when a human agent is required using integrated data within your CRM system such as the customer’s personal contact details and intent signals. When this is required the human agent will be passed all the details of the virtual agent’s chat so they can pick up where they left off.
The Virtual Agent built in AI intelligence
Interact like a geniune human
The intelligent part of the virtual agent is able to understand and detect verbal cues like tone of voice and sentiment of a chat in addition to specific words. It can also clearly detect emotion such as joy, fear, anger, confidence etc and will tailor the response to respond effectively to these.
A wide choice of voice avatars
Customise conversational workflows across web chat, SMS, social and several other channels
Our Intelligent Virtual Agent Solution from Five9 is a single, cloud-based platform which we can customise and deploy to manage all your IVAs across voice, web chat, SMS, social messaging, and several other interaction channels.
We can pre-set a range of conversational workflows to define the virtual agent chats that best suit the specific needs of your business, and from these gain valuable insights to help further optimise the flows.
Adopt a unified approach across all your communication channels
You can extend your conversational flows to work across your other digital channels to help you meet the increasing demand of preferred customer communication channels. Intelligent Virtual Agents enable you to adopt a unified approach to messaging for web chat, SMS, and social channels and more. This reduces the time and cost requirement of creating multiple channel specific workflows and ensures that your customers experience a seamless, continuous experience whether they are communicating with a Intelligent Virtual Agent or human agent. They often are not aware of the difference.
Why do clients choose to partner with Opus?
It’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver.
We are technology agnostic and only deliver a business outcome driven approach.
SERVICE LEVEL PROMISE
We provide fully comprehensive reports, dedicated contacts and financially backed SLAs.
Delivering a world class customer experience
Opus pride themselves on delivering an outstanding customer experience and hold the Service Mark accreditation from the Institute of Customer Service. We are the only Managed Service Provider in the UK to have been awarded this. We are a customer-driven and service-led technology provider, our 2% customer churn rate reflects this. Opus focus on delivering tailored technology with purpose and building long-term partnerships together with our clients.
We work with the following partners
We partner at the highest levels with a select number of service providers. This means our engineers are certified to the highest standards and we have the specialist knowledge required, to support customers during the design, delivery, and ongoing support of their technology services.
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