By integrating VirtuOz Virtual Agent with their call center, Discountéo, the French equivalent of Best Buy, is able to deliver a compelling digital customer relationship with 100 percent customer resolution.
VirtuOz intelligent virtual agents serve as the point of first contact to conduct a series of conversational interactions and determine how best to handle a particular customer. Leveraging advanced natural language processing and predictive intent analysis, the intelligent virtual agent quickly determines the customer’s need and either addresses the issue on the spot, or intelligently and seamlessly directs the customer to a live chat agent along with the virtual agent history to speed time-to-resolution. By passing along the context of the conversation to avoid having the customer restate their problem, companies that have deployed VirtuOz intelligent virtual agents have improved customer satisfaction on average 10 percent, while also reducing the time to resolution by 16 percent.
Key benefits of the VirtuOZ virtual agent integrated with live chat include:
- Up to 100 percent customer resolution
- Improved online customer satisfaction
- Controlled cost and efficient use of customer service resources
Known for its innovative approach to customer relationships, Discountéo was the first to deploy VirtuOz intelligent virtual agents that are deeply integrated with live chat to improve service accessibility and provide the best possible customer experience, while reducing costs and increasing online conversion.
“Since the deployment of the VirtuOz integrated solution, we have been able to achieve faster resolution time and increase our conversion rate by providing our Web savvy customers with all the online tools they need to complete their online purchase,” said Daniel Broche, CEO of Discountéo.
