Today, many companies are working toward simplifying the workplace so that they can allocate more time and resources to their core business. WDS is one such company dedicated to making it customer’s life easier. Recently, the company has introduced an intelligent, virtual customer care agent that can recognize and resolve customer questions in the same way a human agent would.
WDS worked with PARC, A Xerox Company, and the Xerox Research Centre Europe (XRCE), to introduce this new Virtual Agent that eases customer frustration, shorten customer care calls and free up workers to focus on their real business.
This new virtual agent continually learns about your customers to ensure that every interaction is better than the last and virtually manages customer care interactions by studying data and learning from its human coworkers.
“Because many first-generation virtual agents rely on basic keyword searches, they aren’t able to understand the context of a customer’s question like a human agent can,” explains WDS’ Nick Gyles, Chief Technology Officer.
According to Gyles, the WDS Virtual Agent has the ability to solve problems because it learns just like humans do, through experience. The more care data it’s exposed to, the more effective it becomes in delivering relevant and proven responses.
Enterprises can adapt this new WDS Virtual Agent as a cloud-based solution. It works like an automated machine with a personality that customers will recognize and trust. It listens and learns from contact center and digital care interactions to develop the intelligence it needs to understand and solve customer queries in the same way a live care agent would.
Jean-Michel Renders, Senior Scientist, XRCE added, “With our machine learning technology, the WDS Virtual Agent has the ability to learn how to solve new problems as they arise across a company’s wider care channels.”
The company has announced that the state-of-the-art WDS Virtual Agent will be available in the fourth-quarter of 2014.