VirtuOz, Inc., the leading provider of intelligent virtual agents (IVAs) for online customer service, today announced that Kaspersky Lab, a leading developer of secure content and threat management solutions, celebrates the first anniversary of Lena, an intelligent virtual agent powered by VirtuOz, to provide world-class online customer and technical support.
Live on Kaspersky Lab’s German website since July 2010, Lena serves as a personalized assistant to home users of Kaspersky Lab’s software. She is available 24 hours a day, 7 days a week, providing improved accessibility to online support and effectively and quickly answering a wide range of users’ questions. An integral part of Kaspersky Lab’s support strategy, Lena has proven to be particularly useful during peak support periods, allowing Kaspersky Lab’s entire support organization to scale more effectively, addressing consumer issues in a timely and effective way.
After one year, Lena has supported more than 150,000 customer conversations and freed up resources for new enhancements and innovations to Kaspersky Lab’s support and processes. As a complement to existing self-service support channels, Lena has delivered a 22 percent contact deflection rate and has simultaneously improved the customer online experience.
“Providing online assistance that is efficient and that exceeds our users’ expectations is our priority,” emphasizes Jens Voigt, Head of Customer Support and Services, Europe for Kaspersky Lab. “By putting an intelligent virtual agent in place, we are delivering rapid, personalized assistance in an automated way and allowing our human advisors to concentrate on more important missions.”
While Lena’s primary mission is focused on customer and technical support, she also gathers customer needs and product feedback for future enhancements. She is also helpful in qualifying customers for complementary products and services, increasing online subscription rates and improving customer satisfaction.
