Inference Solutions

Automating self-service and call steering has become easier with Inference Intelligent Virtual Agents and their natural language processing (NLP) skills. Inference enables retailers to automate tasks that previously could only be handled by live agents, which reduces customer frustration and call abandonment, as well as a retailer’s overall service costs. Virtual agents create a conversational user experience while increasing the accuracy of call steering, intelligently routing calls by area code or location to the right store, department or customer service agent. With NLP, businesses can elevate their self-service applications with IVAs that can determine caller intent and respond to a wide variety of requests using open ended prompts (“How can I help you today?" "Is this in stock?”)

Many retailers are now offering a Buy Online, Pick up in Store (BOPIS) option, linking their online experience with the advantage of their physical store locations to get orders to customers quickly, efficiently and safely. BOPIS allows retailers to leverage their stores as distribution centers for online orders, match the convenience of fast shipping (with even faster returns) and eliminate shipping costs for their business and their customers. Inference virtual agents optimize the BOPIS process by automating orders, helping customers find the most convenient location to pick up their items, sending store directions via SMS, and alerting store associates to their arrival in the parking lot or inside the store.

Empower your customers to make secure payments in real time, any time, via voice, chat and SMS. Retailers use Inference virtual agents to take PCI-compliant payments and process them without the need for a live agent to be present. This makes the payment experience more convenient for customers, while eliminating the retailer's costs of maintaining credit card processing infrastructure. Collecting sensitive customer payment data without revealing that information to a human agent also enables retailers to avoid potential compliance violations and penalties. We also offer a Secure Call Proxy, which allows a human agent to ask a Virtual Agent to process PCI-compliant payments

Reward loyal customers with a personalized self-service experience that addresses their needs quickly and presents relevant offers. Inference virtual agents can recognize incoming callers by their phone number, or even their voiceprint, and reference relevant customer/prospect information in the CRM to handle the call intelligently. For example, retailers often use Inference virtual agents to identify VIP customers and immediately route them to premium service agents. They also use virtual agents to offer automated self-service options based on past conversations.