Melbourne, Australia – Hansen Technologies has now launched the latest AI-powered virtual agent for heightened efficiency in customer service while reducing operational costs. The platform’s Conversational AI and Generative AI solutions tie into Customer Information Systems and optimize customer interactions for utility, energy, and communications providers.
Hansen’s AI Virtual Agent is programmed for managing complex customer queries via all channels including voice, email, SMS, and messaging platforms. The solution will reduce response times and hopefully make customers less dependent on the human agents and, therefore, create a more satisfying customer experience at lower costs. It has been developed on large language models which have been fine-tuned for industry-specific needs and deployed via a SaaS model on AWS cloud infrastructure.
David Castree, President of Energy & Utilities at Hansen, explains: “With engineering innovation, and a clear focus initially on the utility sector we are proud to bring Hansen’s AI Virtual Agent to market and deliver a seamlessly integrated Conversational and Generative AI solution working alongside existing call center agents to elevate the customer service experience. Importantly for companies, the cost per engagement has the potential to decrease by up to two-thirds, while the capacity to handle call volume is no longer constrained by the number of service center lines or available agents.”
As organizations strive to overhaul their operations and enhance service delivery, AI-driven customer service tools are being adopted with considerably more alacrity. Whereas conventional AI-based virtual assistants have always had difficulty handling complex interactions and industry-specific subtleties, Hansen’s solution has been designed to circumvent these hurdles by providing extremely accurate and context-aware responses with customer needs in mind. By integrating directly with CIS, the AI Virtual Agent ensures through and through automation of functions such as setting up new accounts, processing payments, and taking care of service requests.
A strategic investment made by Hansen in Dial AI reinforces its AI capabilities and carries forward the momentum in customer service technology. The AI virtual agent is multilingual, with future upgrades announced to further its capability. As industries rely more on AI to streamline customer interactions, Hansen is establishing itself as a provider of innovative, scalable, and affordable solutions.
Hansen Technologies is a global leader in software and services for the energy, utilities, communications, and media sectors. With operations in over 80 countries, Hansen helps enterprises improve operational efficiency, manage customer data better, and optimize revenue management processes.
Source: https://www.hansencx.com/hansen-launches-ai-powered-virtual-agent-to-enhance-customer-experience/
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