Issue link: https://hub.radisys.com/i/1263230
5 www.radisys.com RADISYS SOLUTION BRIEF | Engage Virtual Assistant Solution Brief The Engage Intelligent Virtual Assistant is an omnichannel self-service automation system that offers companies the tools needed to create authentic and engaging customer experiences. The programmable system allows companies to tailor customer engagements in a variety of ways. From providing self- service IVR functions to handling highly complex support scenarios that include compliant security, user authentication, and sentiment analysis, the AI-powered Intelligent Virtual Assistant enables premium omnichannel customer engagement. In addition to providing compelling experiences, Engage Intelligent Virtual Assistant is easy to deploy and use. The infrastructure-agnostic system leverages cloud-based connectivity so that the Engage Intelligent Virtual Assistant seamlessly interfaces with existing touchtone IVR systems and contact center PBX and ACD systems. This deployment approach requires no training or other impact on experts in the call center. The Intelligent Virtual Assistant is transparent to the call center agents – except for the fact that it is handling the more straightforward cases and collecting information for calls that need the high-value expertise of the contact center's experts. INCREASE THE BUSINESS BOTTOM LINE Personalization and automation in the call center can also help create new revenue opportunities. Leveraging the conversational engagement between a video kiosk and call center provides outreach to identify new sales opportunities. The success rate will dramatically go up when an engaging voice or video greets the target immediately, as opposed to having to wait for the ACD system to connect the unexpected call to a sales agent and these waits usually result in missed opportunities. Engaging potential customers on their turf with automated text, voice, and video-based engagement shows an engaged company and ultimately promotes the company brand in the market. The marketing campaigns that target potential clients using the means that align with how the client communicates can result in opportunities that have more interest. The intelligent system introduces the prospect using a personalized approach to confirm interest in the product, and once confirmed, the video or voice bot engages in a short conversation with the candidate until the sales agent "arrives," at which point the bot can introduce the agent. The Intelligent Virtual Assistant can provide a smooth and successful transition that not only educates the prospect but keeps their interest while the agent reviews their customer's needs and aligns their pitch to those needs.