Virtual support agents (VSA) are designed to provide immediate, personalized answers to employee questions and issues with the goal of deflecting help desk tickets. When done successfully, this can minimize the need for tier 1 support, yielding a significant return on investment. The key to success is a language model that recognizes employee language with a high degree of accuracy along with content that results in high deflection. This white paper discusses how Espressive accomplishes this.
What you will learn in this white paper:
• What a crowd-based architecture is and how it's used to achieve high accuracy
• Using phrase recognition and advanced NLP to understand employee language
• How to quickly deliver content needed to obtain high deflection
• How the Espressive language model continues to learn