In the past few years, emergence of social media, mobile smart phones, big data, analytics and cloud has been fundamentally changing our lives and the way we work and interact. These forces elevated customer's expectations, pushing the enterprises to reconsider their end-to-end customer experience scheme. Customer engagement solutions should concentrate on providing an enhanced direct experience and help enterprises increase revenue, expand margins, improve customer support and retention, and offer the much-needed differentiators in this competitive universe.

Virtual Assistant technology is really a new area that could possibly be integrated when using the existing applications, helping users to converse in natural language along with a lifelike online avatar that responds for queries in text or voice. Provide a personalized experience that reduces involve being hold of support team; builds a brand name image and increases customer satisfaction. It could be integrated with the present applications as well extending them and adding value towards the services these people.

Here we explore on how Virtual Assistants could be put into the Omni-channel communication solutions and discuss solutions produced for the insurance domain to help streamline and improvise their customer engagement opportunities.

Introduction

Customer expects the appropriate response to his or her queries when they visit a support website or contact the helpdesk. They expect their queries answered, problems resolved to ensure the overall experience becomes a satisfying a. Not meeting their expectations would result a good unsatisfied customer and hence a loss to the enterprise well-known. Other challenges in providing high-quality service are the poor knowledge about support via web, phone or email, lack of product knowledge, long call waiting queues and linguistic misunderstandings etc.

Enterprises can significantly strengthen their brand value and sales by providing customers with fast and proper responses through an effective customer engagement services. It can help them improving their services, increasing customer happiness and retention. Enterprises can leverage virtual assistant solutions improving their various customer service functions including enrollment form filling, first notice of loss claim, front desk, meeting reminders and other personalized suppliers.


Challenges in Customer Engagement Services

Here are some of the key challenges faced by the enterprises in managing customer engagements:

• Meeting the ever-increasing expectations among the tech savvy users having various channels for communication, including web, mobile, Facebook, Twitter some others.

• Making a good first impression every single time a web application or a mobile app is accessed for the first time and thereby increasing the chances of a review.

• Providing a personalized support just of a completely new account creation or product registration that may need involving an estate agent.

• Providing a user-friendly self-service feature that might be faster than talking to live agent as an ideal mechanism.

Overview

A Va is a conversational lifelike, online avatar that can simulate a conversation supply voice or text-based engagement on any web application or mobile interface. They could converse in natural language with the avatar to answer queries, understand questions, give you a detailed step-by-step activities a number of processes and provide cross-sell opportunities depending on interests, consequently on. It is very effective in scenarios where call rates are large. They are capable of understanding different languages and will often communicate in the natural terms. Virtual Assistants can be very successfully carried out to optimize the total number of support team size.

A Virtual assistant not only resolves the query of the customers, but can also be configured to more information about the promotions and bargains. For the example, if we will need to fly from one place to another, it will not only inform about the flights, likewise provides the details about the hotels where we are stay, promotions and offers, luggage limits, climate from the destination and then for any other destination specific details that are configured.

In web applications, though there are online FAQs and user manuals to help the users, they are found inadequate when a user wants to look for some specific awareness. It may take a long time for these types of go through the FAQs and get the means to their roadblocks. At times this is time-consuming and prevents them from performing certain functions and they may get in touch with customer substantiate. Virtual Assistants allow advancement of knowledge base and offer an interface where the users can put their queries and inquire the relevant answers interactively.

Additionally, Virtual Assistants can generate reports showing the frequently asked queries, their trends (of being asked), unanswered or new queries and degree of customer satisfaction with the responses accessories. This provides an opportunity to improving the question bank as well as the response.

Mobile Virtual Assistants

In accessory for Virtual Assistants for world-wide-web applications, alternatives here . mobile based Virtual Assistants that give you a user-friendly interface for a very good phone. Built capable of understanding consumer profile, questions and offer you a powerful engagement which always be more the best. With advances in speech and voice recognition technologies, the mobile Virtual Assistant can turn the mobile phone into voice enabled customer service person. Almost recognize the person, exactly what the customer is seeking and interact in a conversational method to facilitate a unique way of interaction.

Virtual Assistants are well over a voice enabled help file and have inbuilt intelligence that can help in providing a more personalized help and provide further inputs sensing the context with the help being asked. For example, whenever we need to book a ticket between two places, the help can be personalized request other questions like type of food preferences, preferred seating arrangement. Users can be asked whether they will be fascinated about hotel booking at the destination, any vehicle requirements, taxis etc. to add cross-selling to the list.

Intelligent Virtual assistant (IVA)

With new technological advancements, the concept of "Intelligent Va (IVA)" is developing, that's providing new technology enablers such as:

• Algorithms enabling natural language interactions

• Artificial Intelligence induced by self-learning

• Context-aware, proactive search of knowledge portals

• Voice-assisted user interface for cellular phones with speech recognition/analytics

• Voice biometrics

The Intelligent Virtual Assistant can also be used to improve interactions on traditional online web portals, as well as on smart phones. Additionally, they offer a far more personalized engagement of the individual's identity while talking. They can also customize recommendations by leveraging capabilities and capabilities provided by smart devices and accessories (e.g., Geo location, accelerometer etc. and feed furnished by smart watch and fitness wearable) extending the boundary of their services and making them context aware. The future generations of Intelligent Marketing assistant can leverage artificial intelligence using self-learning algorithms to provide more relevant solutions to customer challenges.


Virtual Assistant Comparison Matrix

Different customers have different requirements, hence it is important to certain you get that we appraise to map the Virtual Assistant tool features as per the requirements so before starting the development we carried out some comparison between various tools effortlessly the market and find the best tool as per their reason to develop the proof of concept.

Iactive intelligent, Creative Virtual Ltd, eGain Corp. and Nuance Communication are some of the key Virtual Assistant tools available in the market that covers most with the features like 3D Persona with Emotions, Mobile solutions, concept understanding, multiple questions, Analytics, Social Dialogue, Natural language processing capability, multiple language support, etc. Apart from all functions Creative Virtual is good in reporting and analytics, Nuance (Nina) is good in Voice biometric (person and voice identification) and Iactive intelligent technology is nice in features planning and decision-making.

Customer Engagement Solutions using Virtual Assistant

To verify the viability and usability of Marketing assistant products we developed two Proof of Concepts (POC) based throughout the use cases from the insurance policy domain:

• Product Enrolment: A web-based Marketing assistant solution providing assisted form filling while enrolling to obtain a new insurance product.

• First Notice of Loss Application: A mobile-based Virtual Assistant solution assisting users to log First Notification of Loss (FNOL) using voice for car in case of any sort of accident

Virtual Assistant for Assisted form Filling Solution

In a product enrolment form, any user who really wants to enroll for every policy will need to enter their personal details and express interest in the product. Most of the form become complex looking for various details and customers may phone support asking how to fill it. This solution uses a virtual Assistant might the user filling the enrollment form by asking them questions and taking into consideration the user responses as input vales.

Virtual Assistant for First Notice of Loss (FNOL) Solution

When an individual can driving an automotive meets an accident, he will need to report the accident towards insurance company at the original. Since there are multiple bits of information always be entered at times additional help would be required and anyone will try getting in touch with the support football team. This smart-phone-based application the actual Virtual Assistant and supplies a voice-assisted means to capture the actual info. User will simply need to respond to questions spoken by the tool and respond for in speaking. The whole process can be completed for a natural speech.

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