Next IT, whose online virtual agents answer more than 100,000 questions daily for customers in need, is launching a virtual assistant software that will replace live chat.
Its newest ActiveAgent for Live Chat solution combines the best of virtual agent intelligence with the liveliness, helpfulness, and personality of a company's best employees. Online conversations with these avatars are like talking with a person who really understands the business; they're fast, accurate and conversational. And most of the time: zero human contact.
"Customers want the best of both worlds: fast, accurate service that still has a personal touch," said Fred Brown, CEO of Next IT. "But live chat—now about 15 years old—has difficulty keeping up in both worlds. Live chat agents are often managing four or five conversations at once, which can lead to inaccurate and slow responses. And it doesn't scale because it still depends on humans to hit the right buttons."
ActiveAgent for Live Chat handles hundreds, thousands, or millions of requests with the same speed for companies with unpredictable demand and seasonal volume increases, like airlines, retailers, financial service, telecoms and insurance companies, among others.
Next IT is rolling out a new chat replacement Take-the-Cost-Out-Of-Chat program that will have a virtual employee up and running in just 90 days. It also comes fully equipped with an operator-assisted live chat interface, for seamless secondary escalation, to supplement call center staff.