CSO Virtual Chat Agent (VCA)
CSO Virtual Chat Agent (VCA) is our self-service solution for the web channel, which resolves customer queries automatically in order to lessen the burden in your other customer service channels. CSO VCA assists customers that navigate your company's website by providing a natural language dialogue interface to the company information.
Customer service management has become one of the major concerns of companies; it is very costly to provide but necessary to increase customers' satisfaction. Do you have problems managing the ever growing volume of customer queries? Do you have difficulties giving consistent answers to your customers? Our Customer Service Optimization (CSO) suite offers alternative service channels in order to distribute customers over all support channels and substitute as far as possible the first line support for automated second line support.
The VCA acts as a first entry point to customer service, by ensuring that questions that can be answered automatically never reach agent-assisted customer service. If at any time, the VCA detects that it can not solve an issue, then it can route the conversation to a more appropriate communication channel such as the Agent Based Chat (ABC).
Create True Business Value
Implementing your own Virtual Chat Agent can generate drastic cost savings while at the same time improving customer satisfaction.
Our clients are typically cutting their customer service costs by 15-25% and all customer surveys our clients have carried out show outstanding customer satisfaction, especially when combined with the Agent Based Chat (ABC). Furthermore, a VCA not only supports your existing customers but also attracts new customers to your web site.
Before the implementation of CSO, many of our clients had major problems with inconsistency of the information given to their customers. The VCA will always give the same answer when multiple users ask the same question ensuring information consistency. Even our clients' service agents will take advantage of the VCA when answering customer calls. What is the value of knowing exactly what your customers want? By analyzing the thousands of customer dialogues with CSO Analysis you will be able to identify trends, and specific opportunities directly related to your customers.
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