CSO Virtual Speech Agent (VSA)

The CSO Virtual Speech Agent (VSA) is our front-end solution for the telephone channel to resolve calls automatically in order to decrease call queues, hold time, drop rate while at the same time boost customer satisfaction.

Telephone is still by far the most important customer service channel. Nevertheless, it is also the most expensive way to assist customers. Large cost savings can be generated by simply reducing a minor part of the agent-assisted call volume. 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 first line support for automated second line support.

Many Speech-enabled Interactive Voice Response systems (IVRs) are poorly designed, forcing callers to traverse tedious and inflexible menu-based dialogues, and restricting them in what they can say back to the system. IVRs are often built without enough experience about customers' most common needs. With CSO it is possible to take advantage of the knowledge and experience about your customers from all support channels and provide a more appreciated service tailored to your customer's observed needs. Our phone self-service solution, CSO VSA is using natural language techniques to engage in more natural interactions letting customers express their concerns without heavy constraints and get a quick response.

Create True Business Value

CSO VSA is an effective mean to reduce average call handling time. It creates business value by generating drastic cost savings, while at the same time improving customer satisfaction. In customer service it is expected that many customers will make a call for the same reason and because of this, the goal is to handle common and simple interactions automatically in a more effective way. As a result, agents can focus on revenue generating calls and more complex and critical customer concerns.

By analyzing the thousands of customer interactions in all channels as well as the calls processed by CSO VSA, it is possible to constantly improve and extend the customer service. With CSO Analysis it is also possible to identify trends, new customer needs and specific opportunities directly related to your customers. Therefore, we can ensure that proper automation is provided for the areas where it is mostly needed.