Why Virtual Agents help you boost your customer service effectively.

If you’re reading this, it looks like the topic already sparked an interest in you. So let’s dig into Imagicle Virtual Agents, one of the main news included in Summer Release’24, what they are, and how they can help you improve your customer and employee experience.

Hello, Virtual Agents

Let’s start from the beginning. Put in plain words, a virtual agent is an AI-based voice bot or chatbot designed to help you automate your conversations with natural interactions across voice or digital channels. Simple as that. 

As virtual agents grow in recognition, executives are also starting to show interest towards their potential. Zendesk’s latest Customer Experience Trends Report from 2023 states that 64% of CX leaders are increasing their investments in advancing these technologies. And that’s mainly because of AI automation. Such steady growth is also to be seen the other way round, with 62% of this Master of code survey’s participants confirming they prefer engaging with digital assistants rather than waiting for human agents and 65% of them feeling even more comfortable solving issues without human intervention. 

Chatbots and voice bots are designed to deliver natural interactions based on the customer’s Knowledge Base and different Large Language Models (LLM), a state-of-the-art AI technology intended to excel in text & speech understanding and analysis, surpassing traditional algorithms by capturing language nuances. This means that bots’ reactions to queries are not only round the clock, but always convenient, friendly, and coherent. And most importantly, they relieve agents from answering the same questions over and over. What time do you open? What’s the status of my shipping? Can I book an appointment? Questions like this won’t bother them anymore. They’ll become Virtual Agents’ kingdom. So not only they help erasing office hours, making your services available all day, everyday, they’re also an easy way into a digital automation that cuts costs and improves efficiency.

But it doesn’t stop here. Customers request real-time communications and, by and large, they want them online. If an operator is not available to respond promptly via phone or live chat, they’ll just leave it there. Meeting such high expectations may not be the easiest trend to keep up with, especially in terms of quality outcome. So, with the latest advancements in AI and higher availability of bots, it’s no surprise that companies’ interest in the topic has grown this high. 

So, why choosing Imagicle Virtual Agents?

Now that we’ve set the tone and described the scenario, you might want to venture into the perks of hiring a virtual agent one by one. Given our love for lists, we happen to have those exact perks summed up for you in the next few paragraphs. Wasn’t it exactly what you were looking for? Glad to help.

Ideal for streamlined self-service.

24/7 self-service with chatbots

Imagicle Digital Virtual Agents can play an active role in saving your customer service from impatience, abandoned requests or even bad reviews. A chatbot will promptly answer common issues the omnichannel way, conducting natural, human-like conversations via the most popular instant messaging platforms like WhatsApp, Messenger, Telegram or Slack, and even website chats, SMS, and more. And the best part is that, in case of escalation, Imagicle allows the operator to access all the information from a single platform. 

Easy, quick, and at any time of day, 24/7/365, being it a regular Monday evening or Christmas Eve. It’s up to you.

And voicebots, too

Still, if customers need urgent help from you, they’ll call you. In addition to Digital, the Summer Release ’24 brought Imagicle Voice Virtual Agents to you, taking care of the most common queries via voice, providing quick solutions and escalating to human agents when required, depending on the case. No more waiting in line or jeopardising your customer service team’s peace of mind: voice bots are here to do the job for you, granting a full coverage service and letting the operators focus on more complex tasks.

Seamlessly integrated with your calling platform and Knowledge Base.

Integrated with your tools

Imagicle Virtual Agents are completely integrated with the calling platforms you already own and use, your CRM/ERP/HR backend systems and Knowledge Base. This way, you’ll stop wasting time on lengthy syncs and manual imports of your FAQs: Virtual Agents will keep on learning and get the updates you need without having to retrain them every time you make changes. Instant sync means accurate responses to your customers, improving your customer experience and cutting off waiting times.

And your Knowledge Base contents

From the management area, you’ll get to upload a number of KB contents of your choice, including URLs, DOCXs, PDFs, Plaintext or Sitemap. As for how the contents usage works, the 1:1 rule is applied: each connected source counts as 1 KB content. You can’t go wrong with it.

A true polyglot

Here’s the cherry on top. Imagicle Virtual Agents are proficient in 6 languages: English, Italian, Spanish, French, German, and Arabic – which will be available by the end of 2024 – making the customer experience as comfortable as possible and, most importantly, truly multilingual. Speaking to customers in their own language is very important when it comes to their satisfaction.

No-code needed for set up + LLM integration.

Easy configuration. No help from dev or IT needed.

That’s right, no code needed for bots set up thanks to Imagicle Smartflows, a hassle-free visual editor to draw and customize your own conversational flows with live testing. This no-code designer doesn’t require any advanced dev or IT skills for configuration, it features semantic analysis, and it’s integrated with different LLM models. This way, every single conversation will sound natural and human-like, sticking to a coherent and consistent tone of voice.

To top it off, we made sure Smartflows was the easiest to use, especially for customization purposes. Its visual editor allows every operator to implement a large variety of behaviours to cover every sector: virtual agents will book appointments, schedule flights, check shippings, bank balances and more. The options are endless.

LLM models and Imagicle Tokens

Speaking of LLM models, you’ll get to choose which one suits you best: Llama, GPT, Claude, and more. You can also decide to switch them interchangeably, based on your preferences and feedback. And that’s mainly thanks to the Imagicle tokens, granting you access to LLM without the need to own an account – but you can still have one if you want – and stay relaxed with a flat, transparent, and clear rate per month instead of much less predictable LLM invoices based on usage.

Try Voice & Digital Virtual Agents. Ask Imagicle.

Alright, the rundown of features is over. If you managed to get to the end of it, good job! We guess you didn’t lose your initial excitement, or you really want to take a step further and see how Imagicle Virtual Agents can level up your customer service. If that’s the case, feel free to book a meeting with our experts to tell us more about your environment and we’ll come up with the best project for you.

And if you really want to take your contact center to the next level, discover the Imagicle UCX Engage. Imagicle Virtual Agents are just a part of this new offer, released by Imagicle a few months ago to elevate the experience of your teams and customers with AI infused services for your calling and engagement platforms.

Try Virtual Agents in self-service mode.

We got it, nothing beats testing and playing with products you don’t know too well on your own. Of course we got you covered with a self-service demo directly from your sector to get the gist of the Virtual Agents experience.