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Liaa ™ 
Self-Service

Intelligent Virtual Agent & Chatbot 

This hyper-connected and technology-driven era has led to a shift in customer demands. Customers now expect accelerated service with increased quality and there is a growing demand for self-service options like Liaa.

AI-driven and automated chatbot or Intelligent Virtual Agent

Self service options help drive down costs by reducing the number of resources involved in handling customer inquiries while increasing customer satisfaction.

Liaa IVA Benefits

  • Faster response and resolution time

  • Reduction in employee stress and burnout

  • A self-learning system

  • Unlimited and rapid access to knowledge

  • Predictive and proactive support

  • Increased productivity of customer service teams

  • Significant reduction in payroll expenses, as many virtual agents can be monitored by a single live agent

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Liaa IVA Features

 

  • Virtual agents can be configured and scaled up or down

  • Virtual agents can either completely automate live agents or augment the performance of a live agent in conversational form

  • Liaa offers Live Agent Monitoring, in which a single live agent can monitor a number of virtual agents and intervene if required

  • Liaa can seamlessly interface to third-party chat and knowledge systems 

  • Liaa includes a user interface for administration, configuration and service process training

Liaa IVA as an Integral Part of WFO and CXM

Unlike siloed chatbot products, Liaa becomes an integral part of Workforce Optimization and Customer Experience Management.

Liaa is supported by our multichannel analytics, enabling companies to conduct automated QA, First Call Resolution improvement, trend and intent analysis, and topical categorization for 100% of chat interactions.

  • Interaction via text or voice​

  • Liaa is powered by our proprietary AI Engine with NLU/NLP and Deep Learning

  • API and access to 3rd party chat and knowledge systems

ROI

OnviSource believes that your employee per-minute payroll overhead could be an average of 0.78c per minute. Using an average of 300,000 minutes per month using live agents vs. an IVA, your Return on Investment can be scaled to how many agents you want to replace or augment.

 

  • Replacing 100% of Agents could yield $227,150 savings per month

  • Replacing 75% of Agents could yield $168,650 savings per month

  • Replacing 50% of Agents could yield $110,150 savings per month

  • Replacing 25% of Agents could yield $51,650 savings per month

Return on Investment Scenario

We're Happy to Answer Your Questions


If you have questions about IVA's or want to discuss potential applications of Liaa IVA in your organization, consult with us today at no obligation. 

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