Radisys has announced the global availability of its ‘Engage Video Assistant’ (EVA), an app-less, AI-powered, 3-in-1 (video, voice and text) bot for digital customer interactions, which empowers customer support, sales and marketing teams to enhance the overall customer experience through greater personalization that, in turn, drives customer acquisition, retention, and satisfaction, along with the expected cost savings of customer service automation.
Customers can access the EVA to interact visually with sales professionals, subject-matter-experts, brand ambassadors, brand influencers, and customer care agents – simply by dialing a regular customer support number, using a Video over LTE (ViLTE) capable 4G/LTE or 5G smartphone, or by clicking a link on the website with no download required. The EVA can also be integrated with mobile apps.
EVA’s AI engine determines the customer’s intent and delivers the right information, and when required it supports the transition of the bot interaction to live agents to ensure a consistent and seamless customer experience and the most cost-effective use of live agents.
As a white label solution, the EVA offers service providers a platform with flexible deployment options, either in-network or accessible from the cloud. It enables new revenue streams by providing Video Call Bot-as-a-Service for call centers, SMBs and large enterprise customers, and it can reduce contact centers’ costs by automating interactions – like how-to interactions or sophisticated troubleshooting – that are underserved by voice or text bots alone.
Today’s technologies provide tools that can control and improve the digital customer experience by creating self-service customer engagement. However, while chatbots, voice-enabled digital assistants, and other similar automation technologies are enabling businesses to achieve cost-effective scalability and agility, they lack a human touch needed for a satisfactory customer experience.
The Engage Video Assistant application allows service providers, call centers and businesses to:
- Humanize existing calls and interactive mobile or voice apps with video while maintaining an authentic visual brand persona.
- Create video FAQs for new product launches or common customer support issues.
- Enhance existing bots and cumbersome interactive voice responsesolutions.
- Scale influencers and brand ambassadors to unprecedented levels through personalized customer interactions.
- Engage customers at their time of choice – day or night, weekday or holiday – with personalized video interactions.
Engage Video Assistant has already been deployed by Reliance Jio, a VoLTE provider serving 370 million subscribers in India.
“Video is a proven way to create greater immersion, increase click-throughs, and convert connections to purchases,” said Al Balasco, vice president of communications solutions for Radisys. “Engage Video Assistant combines video, voice and text seamlessly to provide ubiquitous and customizable brand and customer service reach for B2B and B2C customer interactions, anywhere, anytime.”