Virtual Agent
An AI-powered customer service agent that handles customer inquiries within customer-defined business rules
The virtual agent delivers instant responses from multiple knowledge bases to increase First Contact Resolution (FCR) and boost customer engagement.
Accuracy and Control
Expertflow ensures reliable AI interactions by leveraging Retrieval-Augmented Generation (RAG), grounding LLM bot responses strictly in your knowledge base to prevent outdated or incorrect answers.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 every interaction is resolved by the most appropriate resource.
Context-aware Agent Trasfers
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, 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 or upsell opportunities.
Understands Complex Requests
The virtual agent uses large language model (LLM) capabilities to identify and extract multiple data points (e.g., date, time, location) from a single user message. This allows for efficient multi-turn conversations that capture all necessary information without repetitive prompts.