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Virtual Agent

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An AI-powered Virtual agent that handles customer inquiries across both voice and digital channels, using natural language understanding for phone calls and text-based interactions,

agent co-pilot

also helps agents as a copilot, like Agent Assist, with KnowledgeBase suggestions, Summary, Sentiment Analysis.

Virtual Agent is a set of AI Agents

AI Agent Studio

  • Expertflow empowers contact centers with the Agentic AI Framework, which supports both ends of the customer self-service and the agent with Agent Co-Pilot

  • AI Agent that continuously learns from different Knowledge bases (Conversation History , connection with different CRM/KB), and will be start taking over the more traffic


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AI Agent: manages complex workflows, for example: Receptionist (role) is an AI agent

Sub Agent:

Workflow:

Expertflow enables you to create multiple AI Agents such as Sentiment Analysis, KB Suggestions, customer self-service, etc. The solution comes with some out of the box AI Agents that you may modify or create new AI Agents as per your requirements.

  • customer self-service

  • agent co-pilot

realization of AI-powered virtual agent.



Discussion on 13-Jan -2025

Agentic AI in Contact Center

  • AI Agents

    • System prompt (prompt)

    • KB (RAG)

    • History

    • Augmented Learning

    • Agent hand off

    • Translation / Transcription

    • AI Analytics

    • Summary / Sentiment

  • Workflow


  • Our agents learn from conversation experience

  • Monitor agent quality and performance

    • retrain/tune them for improvements

Story

  • We provide you with a studio that gives you the capability to develop AI agent and conversation workflow. AI agents can be in the range of:

    • voice bot

    • summary generator

    • agent performance

    • service

  • that brings human in the loop

  • Agentic AI framework


    • AI agents continuous learning,

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.