Radisys is one of the winners of TelecomLead.com Innovation Leaders 2020 for launching an innovative Engage Video Assistant that elevates Customer’s Digital Engagement Experience.
Radisys’ Engage Video Assistant (EVA) is the world’s first AI-based three-in-one bot. EVA features video, voice and text capabilities that allows customers to have a conversation experience with a video call bot, an AI-enabled system that answers verbal requests with live video responses from humans.
EVA offers an effective way to construct customer engagement programs that use short, interactive video messages and enable callers to interact with brand ambassadors, subject matter experts, sales professionals and customer service agents as they deliver targeted messages with the right intent.
EVA delivers essential capabilities that enhance brand and customer engagement:
First, EVA’s video component provides a rich and personalized interaction that creates excitement and trust that attracts customers. This approach delivers a consistent and accurate message directly from the company in a cost-effective manner.
All responses delivered during customer calls are guaranteed to align with the company’s message and eliminate the chance of going off-script. These personalized messages are available 24/7, which only builds further trust with customers.
The Engage Video Assistant resolves customer queries by adapting to the mode in which the customer wants to interact. EVA provides customers with the flexibility to select their interaction mode, either video, voice or text from their smartphone or feature phone. The application supports native integration with business’ existing customer service, sales and marketing phone numbers.
Customers do not have to download an app to experience the new video-based interactions. If their device has video calling capabilities (such as Video over LTE), the video experience is provided. If the device is not video calling capable, the application intelligently switches to a voice-only or text-based interaction–all automated and transparent to the caller. This seamless connection solves the problem of automation and cost-effective engagement for users.
The Engage Video Assistant hosted service is designed to support millions of users simultaneously. EVA allows enterprises to scale contact centers and marketing engagement while contact-center service providers, telecom and managed service providers offer the Video Bot as a Service to business customers.
EVA will allow a variety of businesses to engage with existing customers and use the platform to attract and retain new customers through a tailored and interactive approach. EVA’s perpetual availability, intelligent responses and delivers a new era of personalized customer interactions and digital engagement.
Engage Video Assistant is deployed by Reliance Jio, the world’s largest VoLTE service provider, serving 385 million subscribers in India and helping its business customers to enhance their customer service, reduce their customer support cost, and enhance agent productivity.
Engage Video Assistant helps increase contact center agent efficiency by as much as 38 percent.
Answer customer queries with audio, video and text
Radisys estimate that the video bot can answer up to 20 percent users queries than what is addressable by traditional IVR
The service can be added to an existing contact center infrastructure
“Engage Video Assistant offers a flexible, programmable platform that enables companies to integrate a personalized digital user experience into their customer engagement solutions,” said Al Balasco, Radisys head of Media, Core and Applications Business.
Winners of the TelecomLead.com Innovation Awards 2020 were selected by a group of technology journalists, analysts and telecom industry veterans. We are not disclosing their names since some of them have NDA-related issues.