Virtual Agent Maximizes Call Center’s Resources

The Virtual Human Agent is a voice-activated system that Homer uses on an outsourced basis from AIS. After a sale, MediaPower’s agents transfer callers to an 800 number that connects them to “Heather,” the virtual agent whose voice is oddly human-like. Heather offers wrap-up data such as order tracking and delivery information for the call. What’s more, it outsold MediaPower agents on upselling offers, according to AIS.