WDS, a Xerox Company, that offers transformational customer care technology, has announced the launched of an intelligent, virtual customer care agent that can deepen brand loyalty and customer engagement virtually by diagnosing and solving customer queries just like a human would.
The new platform uses artificial intelligence research from PARC, A Xerox Company, and the Xerox Research Centre Europe (XRCE). Xerox, in a release, said the new virtual agent technology represents a leap forward in how machines learn and how they understand and react to natural language.
“Because many first-generation virtual agents rely on basic keyword searches, they aren’t able to understand the context of a customer’s question like a human agent can,” said WDS’ Nick Gyles, Chief Technology Officer in a release. “The WDS Virtual Agent has the confidence to solve problems itself because it learns just like we do, through experience. The more care data it’s exposed to, the more effective it becomes in delivering relevant and proven responses.”
To allow brands better customer engagement, the WDS Virtual Agent lets marketers and customer loyalty specialists gauge interactions by silently listening to customers and detecting how human agents diagnose customer problems and offer solutions. “In doing this it 
quickly develops the intelligence it needs to understand and solve customer queries itself, without having to be programmed,” said Xerox.
Delivered as a cloud-based solution, WDS Virtual Agent can be adapted to suit a brand by adjusting not only the avatar but also the response tone and manner. This gives an automated machine a personality that an organization’s customers will recognize and trust.
Xerox said WDS Virtual Agent will be available in the fourth-quarter of 2014.
Source: Xerox