Online customer support agents aren’t always human these days, and that’s generally frustrating for customers. But Xerox’s WDS division is announcing a customer support technology today with what it says is a higher level of artificial intelligence.
The WDS Virtual Agent taps into intelligence gleaned from terabytes of data that the company keeps about real customer interactions. Armed with this info, the virtual agent can more reliably solve problems itself, as it learns through experience. The more customer care data it is exposed to, the more effective it becomes in delivering relevant responses to real customer questions.
