multilingual virtual assistance is available to online customers of a global wireless operator
sales reps of a cosmetics brand get 24×7 answers from a virtual assistant while in the field
view of the customer enables virtual agents to offer personalized assistance
eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week. A user simply chats with the virtual assistant (also called virtual agent or chatbot), like they would with any human agent. The chat bot not only understands the words but also the intent, thanks to natural language processing technology. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The chatbot also provides answers to any queries, and even helps in shopping decisions. At any point, it can seamlessly escalate to agent-assisted channels when necessary. The eGain Virtual Assistant provides the frontline support so your customer service staff can concentrate on more complex tasks. This dramatically reduces the incoming calls helping you reduce costs.
Industry’s most intelligent and robust chatbot, eGain Virtual Assistant also provides context-aware escalation to a human agent at the appropriate time. This means your customer is never left frustrated at having to repeat their query or problem, greatly reducing customer frustration and agent anxiety. It includes out-of-the-box avatars and multilingual support. In addition, the availability of a knowledge base (KB) and analytics help in continuously improving its effectiveness. Besides answering questions, the chat bot can also push relevant web pages and take customers on website tours. This can be a powerful tool not just for customer problem resolution, but for selling and up-selling as well. In addition, it supports text-to-text, text-to-speech, speech-to-text, and speech-to-speech communication modes. It is embeddable in apps and social networks, thereby covering the whole range of contact points of your customer service organisation.