Digital customer experience experts Lokulus have introduced Intelligent Virtual Agent (IVA). IVA was created in response to the frustrations felt by consumers towards online customer self-service experiences. Lokulus’ innovation team assessed the market and researched how consumers felt when faced with chatbots and other similar technologies, then used this information to create the next generation in automated self-service, IVA.
IVA extends the Lokulus platform by connecting businesses and customers more closely, providing intelligent round the clock customer service. IVA, unlike existing technologies, has a strong capability to intelligently engage with a consumer in much the same way as a real-life agent could with a voice conversation. Using the Lokulus platform capabilities, IVA personalises interactions using information from across your business, just like a real agent. IVA can also detect when it is more appropriate to hand over to a human agent via voice, chat or call-back whilst maintaining the context of the conversation for continuity.
Speaking about IVA, Lokulus Chief Evangelist, Mark Chamberlain said: “We are very excited to introduce IVA at IRX 2022 as retailers will benefit most from the highly personalised and intuitive nature of the technology. Lokulus has over 20 years of experience creating great digital customer experiences. We are always innovating to create new solutions that strengthen the relationships our clients have with their customers. We were aware of consumer frustrations with chatbots, and our consumer testing identified the primary challenges that needed to be addressed to create the next generation in virtual agents, IVA.”
Visit Lokulus at IRX
Come and speak with the Lokulus team at the NEC throughout IRX. They can be found at stand F55.
About Lokulus
Lokulus transforms businesses with its digital interaction management service and software that, combined, simplify and enhance a customers’ digital performance and value; thus improving revenue, productivity and customer satisfaction.
With a track record of over 20 years, Lokulus works with some of the biggest brands across retail, insurance and financial services, including Serco, Capita, Volkswagen and Matalan and is proud to be recognised as one of the best companies to work for in the UK. For more information, visit lokulus.com
