Liaa™ IVA Version 2.0 is an Integral Part of OnviSource’s “Automation Everywhere” Strategy for Workforce Optimization, Customer Experience Management and Process Automation, and Delivers Conversational Self-Service through Chat and Voice Channels
December 10, 2019
OnviSource announced today the release of its new solution for AI-driven chatbot and self-service capability, Liaa Intelligent Virtual Agent (IVA) Version 2.0 for contact centers and enterprises of all sizes, powered by Company’s proprietary Robotic Process Automation and multi-engine artificial intelligence (AI), iMachine™.
Delivery of Liaa IVA, which is an integral part of Company’s ia.Enterprise™ Intelligent Automation suite of software and SaaS solutions, furthers the OnviSource mission to offer true intelligent automation everywhere for enterprises of all sizes to achieve their initiatives for digital transformation.
As an intelligent and automated virtual agent available 24/7 from anywhere, Liaa IVA offers fast and consistent customer service with unlimited and real-time access to knowledge sources and information during customer engagements. It automates manual and repetitive tasks and can assist or take over sophisticated customer service transactions. Liaa IVA supports multiple channels via text-based chat or audio-based interactions. Liaa can be configured and scaled to satisfy demand and dynamic workloads.
Today’s customers demand to use multiple channels and receive consistent, quality services regardless of the type of channel, whether it’s phone calls or chat sessions. Therefore, chat channels need to be captured, monitored and analyzed for workforce optimization and customer experience management, similar to calls in a contact center environment. However, many conventional chatbots operate as a siloed function in a contact center environment and are not seamlessly part of the overall workforce optimization and customer experience management. Liaa is an integral part of ia.Enterprise and is supported by OnviSource multichannel analytics, Intellecta™. It enables contact centers to automatically conduct first call resolution improvement, sentiment, trend and intent analysis; as well as topical categorization and chat content classifications for 100% of chat interactions. It also enables tracking of the customer journey across multiple channels.
The brain behind Liaa IVA is Company’s iMachine 2.0, which offers analytical features beyond rule-based automation using three levels of AI technologies that include Machine Learning (ML), NLP/NLU with Dialog Frame for conversational AI and deep learning with artificial neural network capability for deeper intent and sentiment analysis. Liaa’s access to Company’s robotic process automation, Automata™, further augments the service by automating tasks and processes. Liaa also offers custom interfaces and integrations with knowledge systems and third-party chat products. All Liaa bots can be monitored in real time by live agents, and any chat conversation can be intervened by a live agent, if needed.
“Liaa IVA can assist live agents with real-time access to knowledge management systems, improving the quality and speed of service, or it can directly process customer service requests without the need for a live agent,” said Brian Severson, Vice President of Product Management at OnviSource. “In general, Liaa IVA can significantly improve the quality and speed of services while reducing live agent workloads or payroll costs. It also reduces enterprise challenges related to live agent staffing, training and retention."
In the past, IVA and AI technologies required significant investment and qualified resources, hence they were not affordable by all companies. Successful deployment of IVA and full recognition of its Return-on-Investment (ROI) requires special programs beyond the technology and products. OnviSource’s mission is to democratize IVA and AI technologies for enterprises of all sizes by offering highly affordable prices, delivery options of software or SaaS, flexibility in customization, free consultation and proof-of-concept, as well as post-sale operational assistance at no charge to assure Liaa IVA solutions work for customers’ specific needs.