TECHNICAL SUPPORT VIRTUAL AIGENT
Using deep reinforcement learning (DRL) and probabilistic programming, AiGENT Kyna assists service providers to boost profitability and performance while reducing OPEX and human mistakes.
Increased connectivity (Omnichannel) and rapid penetration of smart devices (IOT) have increased customer expectations and contact center load. These trends, as well as the constant need to reduce OPEX, significantly affect the way technical support should be delivered. Our Cognitive Technical Support AiGENT Suite is fully automated AI software for operators with large CPEs/IOT footprint to fulfill those needs. AiGENT KYNA, troubleshooting AI engine, uses advanced deep reinforcement learning (DRL) scheme & probabilistic inference algorithms providing 1st level technical support to end-customers on top of a standard Omnichannel platform without any human intervention.Using advanced Machine Learning techniques, AiGENT KYNA continuously improves its performance based on experience and results in error-free flow while solving complex scenarios; all that with minimum customer response time, 24/7 availability, reduced contact center OPEX and reduced field technicians OPEX (driven by improved success rate).
AIGENT KYNA, TROUBLESHOOTING AI ENGINE, ADDED VALUES
Dramatic reduction of call center OPEX thanks to smaller # of TechSupport human agents
Highest success rate of endcustomer problems resolution w/o human agent intervention.
Minimal interaction time per session.
Learning from experience results in dynamic troubleshooting flow and better service for "the next customer" (like human expert does).
Provides accurate statistics, reports and analytics which are not available today such as "the most common problem", "shortest debugging flow", "CPEs/IOT devices ranking", etc.
AiGENT-TECH NLP hybrid open/ guided dialog manager supports multiple languages, including: English, Mandarin, French, Spanish, German, Japanese, Russian, Hebrew and more.
AIGENT KYNA, TROUBLESHOOTING AI ENGINE, MAIN FEATURES
Expert – a true solution targeting professional technical support using advanced AI algorithms vs. “sure, our BOT provides technical support as well …” which is typically based on limited information retrieval methods.
Personalization – autonomously detects user's technical skill and patience level during the session and adapts itself accordingly.
Scalability – elastic # of active concurrent sessions (1 to 500).
Knowledge sharing between multiple AiGENT instances
Flexibility – automated flow of adding a new product that can utilize various sources of information such as datasheet, reference manual, historical data, expert knowledge, etc.*