MICROSOFT AUTOMATED SERVICE AGENT

 

Virtucom is committed to serving multi-channel clients with exceptional content services. This commitment has expanded beyond building and maintaining content for product catalogs and human resource portal systems to include content services that support the Microsoft Automated Service Agent (ASA) Solution. 

 

 

WHAT IS THE MICROSOFT ASA SOLUTION?

The Microsoft ASA Solution is a comprehensive online support solution that helps organizations deliver a better customer service experience than traditional online support. 

With Automated Service Agent's conversational interface, users can immediately interact in a chat-type session by asking questions in their own words, then receive precise, actionable answers in less time than traditional support methods. 

ASA generates positive ROI by deflecting inquiries to call centers and providing instantaneous answers to questions. ROI is further enhanced when cross-selling is made a part of the response generated by the ASA. 

An ASA is a virtual Customer Service Representative who "talks" with customers using a text-based chat interface. Like other self-service tools, ASAs are available 24/7 and can serve a virtually infinite number of customers at once. 

Like human CSRs, ASAs allow customers to express questions and problems in their own words. Like the best-trained human CSRs, ASAs respond immediately and accurately, answering questions, engaging customers in dialog to address customer inquiries interactively, and presenting product or service offerings appropriate to the customer's expressed interest. 

Like the best-trained CSRs, ASAs can easily recognize up-sell and cross-sell opportunities. When such an opportunity occurs, the ASA can present an offer in the natural flow of the conversation, or if you deem appropriate, pass the customer to a live CSR to make an offer in person, ensuring that no nigh-value opportunity is lost. 

 

HOW CONTENT SUPPORTS THE ASA

Content is important to the ASA's ability to deliver relevant responses on just about any topic. Virtucom has developed a keen understanding of the ASA's content requirements and has developed an effective process to build high relevance ASAs in accelerated timeframes. Virtucom's ASA set up process involves four steps that can be completed in as few as four weeks. 

In the first step Virtucom works with clients to define topic areas to be supported by the ASA and confirms the functionality modules your business requires. 

In second step we create, structure and match content to support the defined topics. Properly structured content will deliver the highest relevance of responses generated by the ASA, delighting your customers and further enhancing your ROI. 

In the third step Virtucom tests the functional ASA with you, tweaking and improving the responses to the point where you are absolutely confident in the ASA's ability to support your customers. 

The fourth and final step involves auditing actual customer sessions to confirm relevancy of responses. Auditing the ASA on a regular basis identifies adjustments to content as well as additional content needed to increase the ASA's ability to fully respond to customer questions. As you change policies and launch new products and services, the auditing process updates your ASA to reflect those changes thus delivering the most current information to your customers. 

For more information about The Microsoft Automated Service Agent and how it can delivery exceptional value to your customers and your bottom line profitability, please contact Kate Akasha. 

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