Luware, a leading provider of customer service solutions built natively on Microsoft Teams, announced the release for Virtual User, a new feature designed to revolutionise how contact centres handle customer interactions. As part of Luware’s broader AI strategy, Virtual User embodies the automation pillar of the company’s three-fold approach: automation, augmentation and analytics.
Virtual User isn’t about replacing human agents; it’s about empowering them. By automating high-volume, repetitive tasks that fall outside the agent’s control, Luware’s latest solution helps reduce workload and job-related stress. This is critical in an industry where agents changing jobs ranges from 30% to 50%, and 87% of agents report high or very high stress levels.
“Our goal is to create a more sustainable and less stressful work environment for contact centre agents,” said David Fischer, CSO at Luware. “Virtual User does exactly that, by either fully automating routine and repetitive tasks where possible, or, if human intervention is needed, intelligently routing the customer to the right agent – even the one they last spoke with – thereby minimizing transfers. This ensures agents receive interactions that are streamlined and truly worthy of their expertise,”
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Luware developed Virtual User through extensive customer interviews and use-case research, ensuring it delivers real value from day one. For instance, a major insurance provider reported that with their traditional IVR systems, the First Contact Resolution (FCR) rate was 74%. After implementing the AI bot, customers were routed to the right agent, leading to a significantly higher FCR rate of 96%—a staggering 22% improvement in FCR. This clearly demonstrates the product’s impact. Virtual User can also serve as a Self-Service bot, among other tailored use cases, depending on customer needs.
SOURCE: EINPresswire