Virtual Agents

Make automated outbound contact, using virtual AI agents

Using contactSPACE Red, you can automate outbound interactions to reduce workload on your agents, and improve efficiency across your team.

Virtual agents can be used on outbound calls to help customers achieve their goals independently, while still receiving personalized service.

Plus, our virtual agents allow you to maintain compliance with outbound dialing legislation and other rules that affect your business.

Getting started with virtual agents

Learn how you can set up and use contactSPACE Red AI agents

1. Build your agent logic

You have the power to define exactly how your virtual agents behave, depending on how the call progresses.

Using an intuitive visual interface, you can program your virtual agent just like an IVR, allowing you to give it the intelligence to make good decisions on each interaction.

For example, on a collections call, if a customer says that they can’t make the payment right now, you can program the agent to offer a payment plan. You can also define under what conditions the call is handed over to a live agent, if desired.

2. Set up your dialing strategy

Using contactSPACE Red virtual agents, predictive dialing is used to maximize efficiency, and ensure that an appropriate volume of calls are made given the nature of your contact center, and your business needs.

With predictive dialing set up, contactSPACE Red will place calls automatically at a certain frequency, taking into account factors such as your ongoing answer rates, and the number of live agents available (if handing over certain calls to your team).

Plus, you can take advantage of contactSPACE intelligent contact strategies, to reach the right person, at the right moment, and maximize conversion rates.

For example, on outbound sales calls, you can dynamically prioritize different segments of leads based on their geography, age, income, purchase history, and any other data you have available.

Then, you can place the call when the contact is most likely to answer the phone, using contactSPACE call-time optimization, maximizing your chances of getting in touch.

You can also set up your dialing with a maximum allowable abandonment rate, ensuring you maintain compliance with outbound dialing legislation.

Learn more about how contactSPACE Red helps you ensure compliance.

3. Begin calling and monitoring results

At this stage, you’re ready to begin making outbound calls using virtual agents.

You can use call recordings and reports to monitor results over time, and make continual optimizations to your agent logic and contact strategy, in order to improve performance.

Case Study: Automation in Utilities

Learn how a leading US utility management company uses contactSPACE Red AI agents to improve efficiency

GOAL

Automating a multitude of different types of outbound interactions

This organization is responsible for reaching out to customers of utility companies for a range of different reasons, such as logging faults, organizing maintenance, and collecting payments.

Despite these interactions being quite varied, the company wanted to automate many of their outbound calls, in order to improve efficiency and deliver better results for their clients.

The team were looking for a way to deliver personalized, automated outbound contact, at scale.

SOLUTION

AI agents, built using intuitive IVR logic

For each type of interaction the team makes, they have built an AI agent trained to handle this type of communication.

For example, on collections, the agent provides the customer details about their bill, and takes a PCI-compliant payment over the phone. If the customer cannot pay, they can organize a payment plan, or speak to a live agent, depending on availability.

Using contactSPACE Red’s IVR-based agent logic builder, it’s easy for the team to design different AI agents for new types of interactions that clients want to make.

Plus, managers can continually improve how they make outbound calls to improve conversion rates, designing contact strategies to reach more people more often with their virtual agents.

RESULTS

Massive efficiency increases

Using AI agents, this organization was able to massively increase efficiency, making quality customer contact with no human intervention.

The team can now deliver results for their clients more quickly, and at a lower cost, without sacrificing customer satisfaction.