A web-native self-help application, FS-Virtual Agent^® can add several benefits to your organization's customer care function, including the following

• Reduce Contact Center Volume
  For level 1 customer care issues, FS-Virtual Agent^® can often mitigate the need for agent-assisted support, thereby lowering operating costs, (self-service support costs are typically less than 1/30th that of agent-assisted support). And as the adoption rate of self-service customer care increases, so do the associated savings.

• Shorten Agent-assisted Support Time
  As a 'front end' to agent-assisted customer care, FS-Virtual Agent^® can shorten associated contact times. Much of the basic information that is exchanged at the beginning of a customer care phone call or web chat can be cost-effectively captured via FS-Virtual Agent^®, and then uploaded to the contact center agent that services the customer. Even if FS-Virtual Agent^® users make it partially through the self-service process and then choose to receive agent assistance, all information the customer has entered or selected in the FS-Virtual Agent^® application is simultaneously escalated to the contact center. In this way, the contact center agent can resume the customer care process from the point at which FS-Virtual Agent^® left off, thus shortening total agent contact time.

• Enhance the Customer Care Experience
  FS-Virtual Agent^® can enhance the customer care experience in a variety of ways. End users can engage self-service customer care at any time of day, any day of week, without having to wait in queue for the next available agent. Customers can utilize FS-Virtual Agent^® at their own pace, and at their own convenience. And if customers choose to escalate the support process to the call center, all information the customer has entered or selected in the FS-Virtual Agent^® application is simultaneously escalated to the contact center. As such, the customer is not frustrated by having to restart the process by explaining their issue to the agent.

Traditionally, self-help applications have failed to fulfill these objectives. From FAQ web listings to text-based searching of knowledgebase articles, these applications do not effectively accommodate end-users' abilities to describe their issue, or aptitude for choosing among and understanding an assortment of 'possible solutions.' And when users subsequently reach out to the contact center, they are effectively required to re-start the support process. FS-Virtual Agent^® addresses these shortcomings in several innovative ways

• Scripted 'Decision Tree' Issue Diagnosis and Resolution
  Scripted decision trees utilize simple and observation-based questions, coupled with the application's use of deductive reasoning, to accurately identify the customer's issue or request. As such, customers are not required to formulate their own diagnosis, which can be especially difficult when involving a technical support issue. Moreover, the scripted approach insures that resolution information is consistently and accurately conveyed to the customer.

• Dynamically Adaptable User Interface
  A wide range of technical or 'IT' aptitude exists among most customer bases. As such, 'one size fits all' self-service applications are either confusing or frustrating to most customers. FS-Virtual Agent^® utilizes an innovative user profiling system to gauge each customer's technical aptitude, and then adjust the manner and format it uses to interact with each user. For example, with less technical users the FS-Virtual Agent^® application will present information in a more verbose manner, and might include illustrations or even animations in doing so.

• Seamless, Multi-channel Escalation
  FS-Virtual Agent^® can be configured to support any channel of contact compatible with your customer care center - voice, VOIP, web chat, email. Moreover, all information the customer has entered or selected in the FS-Virtual Agent^® application is simultaneously escalated to the contact center. This level of integration shortens agent-assisted contact time, and mitigates any customer frustration from having to restart the support process by restating their issue to the agent assisting them.

Additional considerations when deploying a self-help customer care application include the following .

• Customization
  FS-Virtual Agent^® is customizable in two ways. First, all knowledgebase content created for, or accessed by, the application is completely customizable. Second, the application interface itself can be custom 'skinned' to reflect the aesthetic needs and preferences of your organization and customers. Additional customization involves your choice of escalation channels, and 'aptitude' levels, to accommodate the characteristics of your customer base.

• Platform Independence
  FS-Virtual Agent^® is compatible with both Microsoft Windows and Open Source environments. 'On-premise' installations can exist with either a Windows Server of Linux-based Server platform. Agents' access to the KnowPlex^® application can be provided via Internet Explorer or Mozilla Firefox workstations. Essentially, FS-Virtual Agent^® can operate with any OS/Browser combination that supports Macromedia's Flash^® plug-in.

• Deployment Options
  FS-Virtual Agent^® can be deployed in multiple ways - online application, client side applet, or a combination of both. Assuming end users' will have Internet access during the customer care process, an online, hosted deployment of FS-Virtual Agent^® is both convenient and cost-effective. However, in some customer care situations the application may best be deployed as a client side applet. For example, for ISP subscribers needing to address connectivity issues, FS-Virtual Agent^® can be deployed via CD (or via prior download). Moreover, both the online and client side instances can be synchronized when Internet connectivity is made, thereby integrating appropriate CRM and issue data.