Chatbots.org Business News

VirtuOz, Inc., the leading provider of intelligent virtual agents (IVAs) for online marketing, sales, and support, today announced the company has partnered with Moxie Software. The partnership brings together the leaders in virtual agents and Web customer support to deliver a next generation customer experience solution.

VirtuOz, the leading provider of intelligent virtual agents (IVAs) for online customer service, today announced that Numericable, a major cable and high speed Internet provider in France, debuted Emilie, an intelligent virtual agent powered by VirtuOz, as a new and contemporary online support channel. Available on Numericable’s website support page, Emilie provides a high quality support experience 24/7 to Numericable’s subscribers while also freeing their live agents to focus on higher value support and service activities.

VirtuOz, the leading provider of intelligent virtual agents (IVAs) for online customer service, today announced that virtual assistants were a key criterion for determining for CRM Web Customer Service. In addition, the report ranks “new and additional customer access channels” as the number one business case driver for WCS deployments.

Artificial Solutions announced today that one of its Teneo Virtual Assistants has been shortlisted as a 2011 finalist in the Best Use of Technology category, in the prestigious European Call Centre and Customer Service Awards. Emma, Telenor Sweden’s busiest customer service agent, answers nearly five thousand questions everyday on Telenor’s website.

Developed in response to Telenor’s rapidly growing network, a Scandinavian wide price war and a need to provide 24/7 online support, Emma answers all kinds of questions from mobile services to troubleshooting SIM card issues. As a Teneo Virtual Assistant, Emma uses the world’s most robust natural language interaction (NLI) engine that enables her to reason like a human using advanced linguistic and business rules to decide how best to respond a customer’s request. With each interaction Emma dynamically re-assesses content to understand what has changed and give the right answers.

Companies today are searching for ways to save money while providing optimal customer experiences. As a result, an increasing number of organizations are turning to live chat and virtual assistants.

With such benefits as contact center deflections, increases in agent productivity, and gains in customer satisfaction, chat makes sound fiscal sense while serving as a tool to enhance the customer experience. In fact, a recent Forrester Research study estimated the average ROI for proactive chat is105 percent.

Jeff Brown, executive vice president of sales at Next IT, says that more and more companies are buying in to the concept of chat and virtual assistants after finding that static FAQs and video tutorials aren’t always tailored to customers’ individual questions and needs, thus failing to offer a deeply engaging experience. As a result, the thinking is now, ” ‘How do I extend my brand reach out to where I can engage clients and have a dialogue with them?’” Brown says.

That focus on customer experience is a primary reason companies are now evolving their use of chat from a reactive tool that helps online customers with questions or moves them through the checkout process when they get stuck, to a more proactive approach that entails making customers aware about individually tailored products, services, or discounts when they first land on a site. “People don’t want to just be cross-sold to; they want to be aware of the value-add,” Brown says.

Two companies in very different industries, Aetna and HauteLook, demonstrate that the value of virtual assistants and live chat reaches far beyond helping with navigational issues. They’ve become valuable proactive communication tools to help improve the customer experience.

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.

VirtuOz, the leading provider of intelligent virtual agents (IVAs) for online customer service, appointed Laurent David as Head of Sales, France to support VirtuOz’ European growth and response to increased demand for intelligent virtual agents. With 22 years of successful sales experience in promoting the adoption of disruptive technologies, Laurent David is responsible for managing VirtuOz’s continued growth in France as well as expanding VirtuOz’ European presence.

VirtuOz, Inc., the leading provider of intelligent virtual agents (IVAs) for online customer service, today announced it was named a finalist in the Best New Software as a Service of the Year category in The 2011 American Business Awards. The American Business Awards are the nation’s premier business awards program. All organizations operating in the U.S.A. are eligible to submit nominations – public and private, for-profit and non-profit, large and small. More than 2,800 nominations from organizations of all sizes and in virtually every industry were submitted this year for consideration across 40 categories.

Virtual agents are an innovative response to growing consumer demand for personalized self-service options accessible via today’s preferred online channels – the web, mobile devices and Facebook. VirtuOz intelligent virtual agent solutions use patented natural language processing and predictive intent analysis to realistically emulate a conversation with a human being online and provide timely and effective resolution to consumer issues. Gartner research predicts that intelligent virtual agents will be a new standard for customer interaction in the next 2-4 years.

noHold, developer of the most interactive and diagnostic Virtual Agent technology, has the ability to embed a Virtual Agent directly into social media platforms, Facebook integration for ViewSonic serves as the first example.

As social media increasingly becomes a hub for customer interaction and support, noHold aims to help businesses cover these channels with Virtual Agent implementations. With a few simple lines of code, the same Virtual Agent that runs on a company website can assist end-users within their favorite mode of social media, such as Facebook. This provides end-users with an extra layer of interactivity and support, without the time needed to implement a second Virtual Agent.

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.