BRIEFLY DESCRIBE YOUR IDEA
Improve virtual agent within the portal to be more smarter and intelligent
WHY IS THIS IMPORTANT? (WHEN USED, BY WHICH ROLE, FOR WHAT BENEFIT)
Virtual agent can help with several tasks to the end user like helping end user to fill in the offering and request or replying to the frequently asked questions. Reduces overall ticket volume and increases end user satisfaction
SEPARATE FROM *WHAT* THE IDEA IS ABOUT, DO YOU HAVE THOUGHTS ON *HOW* IS COULD BE DESIGNED?
Virtual agent should be trained for variety of use cases:
- Assisting with more contextual specific information like “Help me with my printer issues”
- Customers should be able to build manual workflows for frequently used processes like “Change my phone number”
Virtual agent should become smarter and intelligent over time hence should use machine learning and deep learning capabilities.