Sparkcentral’s AI Virtual Agent Framework for Chatbots Blends the Best of Both Worlds

Sparkcentral announced the rollout of its Virtual Agent Framework, a solution complementing the Sparkcentral Messaging Customer Service Platform to create a complete digital customer care solution that lets companies bring together the optimum blend of live and virtual agents in the contact center. The Virtual Agent Framework not only allows the deployment of virtual agents (chatbots) on all chat, social, and messaging channels supported by Sparkcentral’s platform at a click of a button, but also gives live agents the flexibility to delegate simpler tasks to AI-powered virtual agents mid-dialogue and in a manner that ensures maximum productivity.

On top of that, virtual agents are being enabled to pass the ongoing conversation back to the same live agent that handled the customer before, ensuring the best possible customer experience. This frees live agents up for more complex tasks, while still making human-first, but speedy digital-powered service available 24/7 across all communication channels.  

Sparkcentral’s Virtual Agent Framework challenges the accepted wisdom that live agents should be the “court of last resorts” in the contact center. Rather, the company believes in what it calls “AI Team Play,” a unique interplay between live and virtual agents that complements each party’s strengths and weaknesses. The three phases of this innovative system are inception, delegation and conclusion, with digital agents being able to be flexibly used as the first and last points of contact, but also as assistants in the middle of a dialogue to lead more standardized sub-dialogues for tasks such as collecting a new address, or payment details.   

“We call this ‘Bring Your Own Bot (BYOB),’” said Tobias Goebel, Sparkcentral’s VP of Product Marketing. “What we provide is a ‘seat at the table’ of the contact center workforce for as many digital employees as each company needs for their specific business requirements. And for customers that don’t have an existing relationship or preference regarding this technology, we’re partnering with several chatbot design agencies as well as Conversational AI technology providers that are certified against our platform.”

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