Virtual Agent
An AI-powered customer service agent that handles customer inquiries across both voice and digital chat channels. Unlike a traditional Conversational IVR that is limited to voice, this Virtual Agent is a unified platform for intelligent self-service, using natural language understanding for phone calls and text-based interactions.
The virtual agent delivers instant responses from multiple knowledge bases to increase First Contact Resolution (FCR) and boost customer engagement.
Accuracy and Control
Expertflow follows an LLM-first approach that combines the creativity and adaptability of large language models with the precision of BPMN-based deterministic flows. This design enables organizations to define and execute specific, rule-based workflows—ensuring that conversations remain accurate, consistent, and aligned with business logic. It identifies and extracts multiple data points (e.g., date, time, location) from a single user message or voice utterance.
Expertflow ensures reliable AI interactions by leveraging Retrieval-Augmented Generation (RAG), grounding LLM bot responses— whether via voice or chat— strictly in your knowledge base to prevent outdated or incorrect answers. Guardrails enforce intent boundaries and context control to maintain focused, compliant conversations, while source citation requirements prevent hallucinations and ensure verifiable accuracy. Predefined escalation rules automatically route complex issues to human agents for seamless handoff, guaranteeing that the most appropriate resource resolves every interaction.
Context-aware Agent Transfers
Predefined escalation rules automatically route complex issues to a human agent. When a handoff occurs, an AI-generated summary of the conversation is instantly displayed on the agent's screen, providing immediate context. This summary is also appended to the interaction's history for a complete audit trail.
Automated Wrap-ups and Insights
At the end of a virtual agent session, the system can automatically assign wrap-up codes to preserve context for future reference and provide valuable data for analytics and reporting.
Personalized Experiences
The virtual agent uses a customer's interaction history to provide a personalized experience. By analyzing past interactions across voice and chat, it can predict the reason for the current interaction, eliminating the need for customers to repeat themselves. It also accesses customer profiles from Expertflow CX or integrated CRMs to proactively offer relevant information, resolve issues faster, or present tailored upsell opportunities.