1. This illustration shows the integration between VirtuOz IVA and Chat Spaces for Windstream. When the customer clicks the "Yes, please transfer me to a Live Chat agent" link in Wendy's response, the escalation is triggered. © 2012 Windstream Corp.
Speaking of virtual agents, our research on virtual assisted-service has continued in 3Q2012 (and into 4Q2012). We’ve published evaluations of VirtuOz Intelligent Virtual Agent on July 26, of Creative Virtual V-Person on September 12, and of NextIT ActiveAgent on November 29. We plan to begin work on IntelliResponse Virtual Agent (VA) very soon, completing a set of evaluations on the leading products. We really think that businesses should seriously consider adding a virtual assisted-service application to their customer service portfolios. These applications use various and typically patented approaches to natural language processing (NLP) technology to deliver a single answer, usually the right answer, to customers’ questions. They’re lower in cost to service as compared to live agent-based assisted-service. They can be more effective and more efficient than traditional web self-service that uses conventional search.
Here's a short intro to my 3Q2012 Customer Service Supplier and Product Update.