AI-Powered Virtual Helpdesk
avtor: GoPhygital Pvt. Ltd.
An AI-powered, video communication based virtual helpdesk to automate and enhance Customer Service
ADCX - GoPhygital's
AI-powered Virtual Helpdesk is a SaaS platform created to automate and enhance the
overall customer service experience while reducing operational overheads for
organizations in the travel, hospitality, and retail industries.
The AI-powered Virtual Helpdesk leverages facial recognition to initiate a
1-way / 2-way video call between the user and a virtual / human agent to
address any query that the user may have.
The platform
uses a combination of AI-ML and a suite of Azure Cognitive Services (ACS) to record
the conversation, convert the video into speech, and using speech-to-text
translate the queries from local Indian languages to English.
It then analyses
the text (including sentiment analysis) and forms a word cloud in the backend
and the algorithm is such that as the usage increases, the system becomes more
intelligent over a period of time (as usage increases) and pre-empts the user’s
queries thereby enhancing the overall customer service experience.
The Phygital platform
can be deployed across high traffic locations like airports, theme parks etc
where traditionally there is a helpdesk with customer care agents manning the
same to answer any customer queries or provide information.
The cloud
based solution helps organizations in the travel and hospitality industry like airports,
malls, or even theme parks as well as businesses like large corporate parks etc
to automate the entire customer service and engagement experience and
optimizing their manpower requirements by using virtual agents instead of
having human-powered information desks being manned round-the-clock.