Cloud communication provider Avaya Announced an update for AvayaOneCloud platform, The virtual agent is available as a ready-to-deploy, turnkey configurable service. This allows customers to quickly deploy out-of-the-box artificial intelligence (AI) -powered virtual agents.
This is Avaya’s current Google DialogflowBase agent. Developers need to create a virtual agent from scratch.
Customer experience is a new battlefield
Over the past few years, the focus has been on improving customer experience (CX), as CX is now a top brand differentiator over price, product quality, and other factors.Interesting data points from ZK Research In 2021, two-thirds of millennials changed their loyalty to the brand because of one bad experience. When successfully deployed, the virtual agent gives individuals the time they need to interact with the brand to resolve issues, answer questions, return products, or perform other tasks. It can be shortened significantly.
I used the “if deployed correctly” warning. This is because virtual agents can compromise customer loyalty if the experience is poor. This is common. In that media advisory, Avaya quoted some data from Ipsos that found that only one in three customers would recommend its business to other customers, based on their final interaction with the virtual agent. The survey found that only 50% of customers resolved issues and concerns through virtual agents. Much of this is due to the complexity and effort required to provide a virtual agent solution.
Avaya provides configurable communication
For the past year, Avaya has been “Configurable“Regarding communications solutions, ZK Research enables composable enterprises to quickly adapt to change through a combination of packaged applications and application building blocks such as exportable data, application programming interfaces (APIs), and low code. Defined as a business that achieves business outcomes. Code / no code system.
Avaya has a huge amount of data, a developer API for virtual agents, and its new solution for codeless use cases. It leaves lowcode as the only missing part for having a complete and configurable set of virtual agent tools, and it’s coming soon. In a conversation with Laura Faughtenberry, Avaya’s Senior Product Marketing Manager, she told me she was developing a low-code option built on top of her partner. CognitionA well-known conversational AI provider.
The diverse approaches Avaya has taken in product development are highlighted by its range of virtual agent options. In the past, like most tech companies, Avaya built all its products in-house. Avaya chose to build as needed and leverage partners as needed, given the rapid pace of innovation.For example, it takes advantage Nvidia Maxine With AI features of Spaces Meetings products Google CCAI Advanced features OneCloud Contact Center Solution. When I asked Faughtenberry about this, she summarized: “Why build it when you can use what is already working?”
The experience required multiple approaches to product development
Since the introduction of CMO Simon Harrison, Avaya has established itself as a company that enables customers to build best-in-class experiences. This was much of the thinking process for pre-built virtual agents. Faughtenberry tells me: “I’ve been angry with my phone trying to interact with a virtual agent. I wanted to easily deploy technology to automate dialogue so that agents could handle more complex tasks and secure customers. . The experience is better. “
Last point: The virtual agent was built on Avaya’s Communication Platform as a Service (CPaaS) cloud backend. I believe that unified communications and contact center vendors will move from product companies to platform providers whose value is on the back end over time. As mentioned earlier, Avaya has promoted the value of composability. Virtual agents are examples of composable solutions that can be built on top of CPaaS, similar to Spaces and contact centers.
The role of vendors such as Avaya is not only to build turnkey products for customers who need a pre-built experience, but also to provide tools for customers who need a more customized experience. In this case, the newly released virtual agent meets the needs of many companies that want to offer this as an option. Companies with more complex needs either use low-code options or use APIs to build their own options.