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VirtuOz - fully automatic customer service chat bots

VirtuOz, a company that develops virtual support agents, has closed a $11.4 million Series B funding round led by Mohr Davidow Ventures, with Galileo Partners and Eric Hahn with Inventures Group also participating. The company’s “Virtual Agents” are basically intelligent chat bots that can walk users though sales, help, and support questions automatically. Virtual Agents generally appear as chat avatars (you can see one below), and are apparently so realistic that the company says that 69% of customers end their conversation with a “Goodbye”.

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posted by: kapauldo founder
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onionheadhat Posted by onionheadhat about 1 year ago:  
founder This will totally thrive. If you go to Dell.com, they already have a very thorough virtual help desk that gives you troubleshooting tips based on your answers to a variety of questions and it is very easy to use. Let's face it - most customer service reps don't really know what you're asking about anyway. They are looking stuff up while you talk or wait. If this is done well, it will be a good cost-saving measure for large corporations and it may make for shorter wait time for customers. And if the chat bot still can't answer your question, you'll still be able to talk to a human - you'll just have to wait! [QUOTE]
 
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kapauldo Posted by kapauldo about 1 year ago:  
founder yeah, but the flaw is that, and this is speculation, by the time you need to talk to someone, the robot will not be able to provide you anything useful. you'll sit there in frustration as you ask a complicated question, they misinterpret it as a simple question, and politely point you to "make sure your video cable is plugged in tightly." [QUOTE]
 
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