As part of the engagement, Virtusa delivered critical capabilities enabling an insightful and contextual customer service.
The AI-driven dynamic UI predicted the intent of the customers’ call. While the experience services aligned to the care journey enhanced both agent and customer experience, the smart query feature enabled linear and contextual interaction to the conversational approach. The solution delivered insights and prediction capabilities at every step of the process through an AI-driven engagement platform, further enabling AI-based resolution, AI-based knowledge base, and predictive services. The native cloud powered solution resulted in faster time to market, enabled superior customer experience and significantly reduced cost through containerization.