News : Sparkcentral Announces the Rollout of its Virtual Agent Framework
San Francisco, CA, USA, May 15, 2019 -- Sparkcentral announced the rollout of its Virtual Agent Framework, a solution complementing the Sparkcentral Messaging Customer Service Platform to create a complete digital customer care solution that lets companies bring together a blend of live and virtual agents in the contact center. The Virtual Agent Framework not only allows the deployment of virtual agents (chatbots) on all chat, social, and messaging channels supported by Sparkcentral's platform at a click of a button, but also gives live agents the flexibility to delegate simpler tasks to AI-powered virtual agents mid-dialogue and in a manner that ensures maximum productivity.
Sparkcentral's VP of Product Management, Abhay Prasad, stated: "Rather than providing another proprietary chatbot tool in a saturated market, Sparkcentral provides an API that allows enterprises to retain their existing investments into AI and natural language processing on platforms such as IBM Watson, Microsoft LUIS, Google Dialogflow, or Nuance, versus having to rebuild the bot logic in a new tool. This allows companies to connect any virtual agent they create on any platform they prefer via any messaging channel they choose."
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"A growing number of brands realize that all customers benefit from conversations that move effortlessly from automated assistance to live agents and back again," explains Dan Miller, Lead Analyst at Opus Research. "Sparkcentral's framework encourages the sort of turn-taking that results in a predictive, personalized and ultimately pleasing customer experience. "
"We call this 'Bring Your Own Bot (BYOB),'" elaborated Tobias Goebel, Sparkcentral's VP of Product Marketing. "What we provide is a 'seat at the table' of the contact center workforce for as many digital employees as each company needs for their specific business requirements. And for customers that don't have an existing relationship or preference regarding this technology, we're partnering with several chatbot design agencies as well as Conversational AI technology providers that are certified against our platform."
Posted by Veronica Silva Cusi, news correspondent
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Based in San Francisco, California, and Hasselt, Belgium, Sparkcentral is a messaging customer service platform company with a mission to change the way customer service is delivered around the world. Ninety-seven percent of Americans send a message at least once a day according to Pew Research, yet very few of those messages go to businesses. Sparkcentral aims to change that. The company wants to spark a movement to connect businesses with customers through messaging, whether through social media or private messaging channels such as WhatsApp, Messenger, SMS text, live chat, or any other digital messaging means. Leading brands around the world rely on Sparkcentral’s Messaging Customer Service platform, including Zappos, Jetblue, DirecTV, Netflix, and Western Union.
Published: Friday, May 17, 2019
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