Video: How to Train Virtual Agents to Recognize Customer Needs

Learn more about virtual agents at the next SpeechTEK conference.

Read the complete transcript of this clip:

Brett Knight: I want to level-set on interaction types. First, there's just understanding the need that they have. That means taking in questions. It's not just the text of what they ask for or what they say or speak, it's any other data we have about them to help influence what the understanding is, where they launched from, what products they have, things like that. Taking that data and then coming up, here's what we understand your need is.

Then on the response side of things, we call it simple, that counts for the navigation. Let’s say you need an auto quote, click here or tap here to do that. So that's just simple, doesn't require any account lookups, data, services, or even any significant dialogue.

Complex account: This one's not much dialogue at all, but I need data. So even if you’re looking for USAA's routing number, which is still the number one question asked despite making it more prominent in doing different things. What's USAA's routing ABA, routing number? Because we actually have two different banks, so there's two possible routing numbers we could surface up. So we want to provide the right answer. We don't want to, just for that question, we don't want to ask, "Well, do you have accounts at more than one bank?" Because most don't actually. Most just have the one routing number that's applicable. But we do a data lookup. We look up the member's account information.

Now if they do happen to have both, that does lead into a bit of a dialogue. But again, it requires data. Now a complex dialogue that is, one that may or may not have data needs—it might be, “I would like insurance.” As I said earlier, we have life insurance, auto, home, all these things, so we need to create some dialogue to do that. It's just another form of complex.

And then transactional is all that—say, “I need to replace a card.” Well, why do you need to replace a card? There's a dialogue that has to happen. In that case, we've deemed having a conversation is actually better-performing than just clicking buttons and drop-downs and things like that. But it requires a transaction and, depending on the services that are available, you may need to incorporate rules, fraud rules and all kinds of other things. It's not just a “here's a question, here's an answer” type of interaction.

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