A Look into Adrentech’s Virtual Agent Platform

November 20, 2024

Putting intelligent automation to use in customer support channels is quickly becoming a more common practice with the rising popularity of AI. Despite this, many businesses are still relying on traditional customer service methods that leave agents overburdened and customers irritated by classically lengthy queue times. The solution? Our Virtual Agent platform powered by SARA our proprietary natural language understanding engine. SARA’s capabilities include intelligently automating complex tasks, delivering round-the-clock support, and easing the workload of human agents. But just how does our platform accomplish these things, and what is it really?

SARA is an intelligence-enhanced virtual agent capable of recognizing the markers of specific topics broached by customers and conversationally answering. To date, SARA can perform 95% of the tasks that a human agent performs. Our Virtual Agent accomplishes this by putting to use sophisticated, pre-programmed intent trees. Intent trees map out oftentimes routine customer intents. This provides a way for it to quickly access and understand the purpose behind a customer query (e.g.: update account information, troubleshoot a technical issue, pay account balance, etc.) and better fulfill the request. This intelligent process ensures less ambiguity and more efficient customer service. 

SARA also offers round-the-clock, tireless support no matter the number of customers/requests coming in. Traditionally, customer service operations are limited to office hours and the availability of those human agents on duty. But Virtual Agent offers 24/7 support, granting customers instant access to answers no matter the time of day the request comes in. This constant availability ensures long queues and hold times for routine or time-sensitive questions are a thing of the past. 

Our platform’s implementation not only ensures timeliness where answers to customer queries are concerned, but also helps human agents to be freed from repetitive, commonly asked questions. This allows the dedicated human support team to focus on more complex requests. For instance, while SARA can handle more routine queries such as resetting a customer’s password or providing an accounts balance, it can also redirect to a human agent for those questions that are far more complex or require an empathetic approach. This allows SARA to optimize the human resources on hand.  

Ready to learn more about how our Virtual Agent Platform can help your organization more efficiently address their customer service needs? Schedule a demo here to learn more.