• October 13, 2020

UJET Unveils Virtual Agent

UJET, a provider of cloud contact center platforms, today launched Virtual Agent, a solution powered by artificial intelligence and UJET's ustomer experience platform.

With UJET's Virtual Agent, businesses can leverage prior interactions to deliver personalized assistance via a natural interaction.

The UJET Virtual Agent provides proactive start-to-finish conversational AI support aimed at gathering intent, processing the situation, and either resolving the issues automatically or handing off to an agent.

UJET's Virtual Agent includes the following:

  • Creation of Generalists or Specialized Virtual Agents: As an optional configuration, contact center leaders can add multiple Virtual Agents and configure them for more general nteractions or finely tune them to handle specific responsibilities;
  • Intelligent Routing to either a virtual or human agent based on the customer record, journey, or predicted ;intent. If the Virtual Agent decides at any time to introduce a human agent, the agent is presented with this full context and a high-level summary of the customer journey.
  • Natural Language Processing (NLP) that leverages context and sentiment to resolve issues or escalate to the appropriate queue.

"Two significant trends impacting the digital transformation of customer service are the rising adoption of conversational AI and the generational shift toward digital and mobile native consumers. We see these tools not only as a way to optimize operational efficiencies, but also to modernize customer communications," said Anand Janefalkar, founder and CEO of UJET, in a statement. "UJET's Virtual Agent showcases our customer-centric approach to delivering cutting-edge innovation that not only delivers a better bottom line for the contact center but does so by providing more natural, less robotic experiences for their customers."

"The adoption of intelligence, automation, and self-service capabilities are fueling the evolution of the contact center and customer service. Yet while the positive impacts of intelligence and automation have been felt by contact center agents, the digital experience for customers is still largely fragmented," said Omer Minkara, vice president and principal analyst for contact center and customer experience management at Aberdeen, in a statement. "With functionality such as intelligent routing and the ability to add multiple specialized Virtual Agents, UJET takes a flexible and modern approach to transforming customer experiences, streamlining operations, and ensuring that companies can get the most out of their virtual agents."

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