Virtual Agent Assistant Support in Voyager NEXT
Voyager NEXT has the virtual agent assistant enabled by default. As soon as a conversation is assigned to an agent, a Virtual Agent gets assigned and listens to the agent-customer conversation providing contextual support to the live agent.
Customization
The look and feel of the Virtual Agent can be customized according to the partner requirements. The header and footer of chat pane, size of the agent and Virtual Agent chat bubbles, etc. can all be customized.
Current Capabilities
Customer Verification
If a customer is not verified, the Virtual Agent detects the issue and prompts the agent to verify the customer. The flow is as depicted below:
- Virtual Agent prompts the agent that the customer is not verified and offers to verify the customer on the agent's behalf.
- When the agent clicks the verify customer button, the Virtual Agent sends a message to the customer asking for verification information like email used for booking, last 4 digits of credit card, etc.
- If the information provided by the customer is correct, the Virtual Agent shows the agent a carousel containing cards for itineraries along with various action buttons.
- If the information provided by the customer is not correct, the Virtual Agent asks the customer to try again.
- The agent can interrupt the verification process by typing a message to the customer at any point during the conversation.
