Xerox has created a way for computers to communicate back with consumers, and its intelligent responses are far beyond mere copycat.
WDS, a Xerox Company, recently developed an innovative new digital customer service and engagement platform called Virtual Agent, a machine with the ability to learn, understand, diagnose, and respond to queries. The Virtual Agent service is supported by AI studies from PARC, a Xerox Company, and the Xerox Research Centre Europe.
Xerox’s approach to engineering its innovative new technology differs from many current customer service technologies, which often fall short of actually understanding the underlying message behind customer dialogue.
“Because many first-generation virtual agents rely on basic keyword searches,” Nick Gyles, Chief Technology Officer, WDS, said in a release, “they aren’t able to understand the context of a customer’s question like a human agent can.”
What makes this technology so “human”? While many other service technologies are programmed with these keyword triggers, they lack the “intelligence” to synthesize complex customer situations into appropriate solutions. In this way, the technology is designed to continually learn, in the way that a human being would. The AI data becomes compounded by furthered service encounters, aiding discernment for course of action in future situations. Specifically, the technology can identify unique customer attributes such as sentiment, symptoms, problem type, root causes, and techniques in offering solutions.
“The WDS Virtual Agent has the confidence to solve problems itself because it learns just like we do, through experience,” Gyles said. “The more data it’s exposed to, the more effective it becomes in delivering relevant and proven responses.”
An increase in effective service translates to improved customer experiences, allowing brands to better engage and retain valuable customers in need. However, not all brands are equal, and WDS has accounted for the diversity. In various scenarios, companies can alter the WDS Virtual Agent to carry a different tone of delivery, in order to best reflect the image of specific brands.