Avaya AI Virtual Agent

Reinvent and expand your automated service experiences by adding Avaya AI Virtual Agent capabilities.

• Deliver high-quality support: Standardize excellence across every interaction. AI ensures your best-practice workflows, business rules, and strict compliance standards are executed flawlessly, every single time, regardless of call volume.
• Interact naturally: Eliminate the "Press 1 for Sales" maze. Powered by advanced Natural Language Understanding (NLU), our virtual agents comprehend context, slang, and complex phrasing, allowing customers to simply state what they need in their own words.
• Make it personal: Connect seamlessly to your existing systems of record. The AI instantly retrieves customer history, CRM data, and real-time account status to deliver hyper-personalized experiences without ever forcing callers to repeat their information.
• Be efficient and reliable: Built on Avaya's mission-critical infrastructure. Deliver lightning-fast response times and uninterrupted self-service, maintaining sub-second latency even during your most extreme traffic spikes.
• Give accurate information: Ensure absolute accuracy and eliminate AI hallucinations. Virtual agents dynamically query your approved, governed enterprise knowledge bases to provide precise, up-to-date answers that your customers can trust.

Using Avaya AI Agent Assist, when callers are transferred to a live agent, call context and history go with them. 

• Preserve full context: Eliminate the frustration of customers having to repeat themselves. When a conversation escalates from self-service to a live representative, the complete interaction history, authenticated data, and caller intent transfer instantly, ensuring the agent is fully up to speed before they even say hello.
• Guide the next best action: Support your agents dynamically throughout the interaction. By continuously mining the live conversation, the AI engine proactively suggests the most effective troubleshooting steps, personalized offers, or compliance scripts based on the evolving context of the call.
• Automate knowledge retrieval: Stop putting customers on hold while agents search for answers. As the conversation naturally unfolds, AI automatically identifies keywords and fetches highly relevant articles, policy documents, and enterprise knowledge base resources directly to the agent's screen.
• Transcribe and analyze in real-time: Empower agents with live, highly accurate call transcriptions and sentiment analysis. The AI acts as a digital co-pilot, monitoring the emotional tone and core issues of the conversation, allowing agents to focus entirely on empathy and problem-solving rather than taking extensive notes.
• Streamline call wrap-up: Reduce average handle time and eliminate tedious post-call administrative work. Once the interaction concludes, AI automatically generates accurate, structured call summaries and disposition codes, freeing your agents to move on to the next customer faster and with zero data-entry fatigue.

Deliver zero-wait-time resolutions around the clock. Instantly absorb unexpected call volume spikes and seasonal surges without scrambling for additional headcount or sacrificing service quality.

Deploy once across voice, SMS, web chat, and social messaging. Customers can seamlessly transition between channels without ever having to repeat themselves, as the AI carries the full interaction context with them.

Eliminate geographic and language barriers. Provide immediate, highly accurate support in over 100 languages with localized natural language processing (NLP) that understands regional dialects and phrasing.

Move past rigid, frustrating decision trees. Our generative AI engine understands complex intent, nuance, and context, allowing customers to speak naturally to achieve rapid, automated resolutions.

The AI doesn't just listen to words; it reads the room. By proactively identifying customer frustration or urgency, the virtual agent dynamically adjusts its responses or instantly fast-tracks the interaction to the right human specialist.

Built for the world's most heavily regulated industries. Secure every interaction with advanced biometric authentication, strict data residency controls, and compliance with global privacy standards (HIPAA, GDPR, PCI). Your proprietary customer data remains yours—it is never used to train public LLMs without your explicit consent.