The client sought an automated receptionist to effectively handle and respond to customer enquiries about account details, credit cards, loans, etc. The primary objective was to streamline communication, ensure information is delivered promptly and accurately, and enhance the customer experience.

The client faced many challenges such as

• Implementation of Dual Tone Multi-Frequency (DTMF) took customers longer to select the relevant number to resolve their queries.
• Customers encountered delays in finding the appropriate solution while navigating through the pre-recorded IVR system.
• Despite providing the correct inputs, the client's operations were put on hold due to the lack of accurate information or answers provided.

Viva addressed the client’s requirements and provided them with Virtual Agent. The solution included key features such as:

• Conversational AI Bot Implementation: VIVA implemented its AI-powered voice bot as part of its 'Conversational Service Automation' solution to avoid human interaction with the customer.
• Rapid Resolution: Customers experience reduced wait times, receiving rapid and instant solutions to their problems.
• Automated First-Level Support: First level queries are handled efficiently by the bot, providing quick responses.
• Machine Learning Enhancement: Virtual agents leverage machine learning techniques to continually improve their performance and adapt to different users and situations.
• Round-the-Clock Accessibility: Customers benefit from increased accessibility as virtual agents are available 24/7, ensuring assistance even outside regular business hours.