Clients

Central Bank

How to reduce Help Desk workload with InteliWISE Virtual Agents.

Overview

The InteliWISE Contact Virtual Agent serves as a host on the Central Bank's “Contact Us” page. It answers web users' questions about the bank and helps them find essential information. In addition, the Virtual Agent is knowledgeable about the most common issues that users may have with Central Bank's products and services.

Central Bank

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Main features
The InteliWISE Contact Virtual Agent's main features include:
- accepting users' questions in natural language thanks to algorithms supporting the natural language recognition process;
- offering suggested questions based on activity scenarios;
- the input auto-complete feature;
- presenting information about products and services;
- helping with problems and issues;
- integration with the LiveChat service;
- a methodology for audiovisual knowledge presentation;
- a contextual video presentation module.
Location and design

The InteliWISE Contact Virtual Agent (character #119) is fully integrated with the Central Bank's “Contact Us” page.

The auto-complete feature enables users to interact with the Virtual Agent more intuitively.

The InteliWISE Contact Virtual Agent not only answers the question
but also contextually suggests topics for further discussion.

The Knowledge Overview mode allows users who prefer to click rather than type,
to easily obtain their answers by browsing the Virtual Agent's knowledge.

The InteliWISE Contact Virtual Agent also supports a minimized mode.
Results
The InteliWISE Contact Virtual Agent's key benefits include:
- reducing Call Center workloads;
- ensuring a better user experience through business language recognition and interactive video;
- providing rich insight into customers' behavior through dashboard and statistical reporting;
- understanding customers' questions written in their own words, even with misspellings and grammatical errors. Thanks to the revolutionary AI system, a user can input his question in natural language. Virtual Agent will understand the query and give the right answer;
- the 'See what is said' system - providing responses backed by multimedia, voice, and text, which translate into a totally new and interactive user experience;
- constant high quality support.