Based on its recent analysis of the virtual agent (VA) market, Frost & Sullivan recognizes Aivo with the 2016 Latin American Frost & Sullivan Award for Product Leadership. Aivo leveraged its deep understanding of the Latin American market to rollout the automated AgentBot solution, a VA with natural language and dialog processing, which is sensitive to culture and dialect. This solution has proven to be hugely popular in the region and shows potential for global expansion.
AgentBot is intuitive software that runs on the Web, mobile apps, and Facebook by integrating into Facebook as a tab. The VA is multi-lingual with a dialogue engine of common typography errors, local jargon, and equivalent meaning. AgentBot provides responses in many formats, including text with formatting, videos, images, and maps. Additionally, it learns to adjust to various interactions, thereby optimizing a company’s customer service strategy.
“Instead of delivering a complicated software program with a standard interface, Aivo offers a personalized and programmed VA in an easy-to-use platform,” said Frost & Sullivan Research Director, Juan Manuel González. “AgentBot consistently updates to aid real-time improvement. Its personalization options range from a specific avatar to live chat windows with add-on features such as product comparison. Additionally, AgentBot optimizes mobile support on any customer device.”
AgentBot provides companies with qualitative and quantitative reports from each customer conversation, including the questions or problems discussed, time and date of the conversation, topics, location, and the time of customer departure from the service. These reports are the tools that companies need to enhance their customer service experience in real time, enabling filters such as keyword searches, quality, and type of interaction. AgentBot’s reports are easily shared and exported to different formats such as Excel spreadsheets.
AgentBot complements a company’s growth and customer support strategy by integrating with top workflow and customer relationship management software to create help desk tickets and detect opportunities for lead generation. Additionally, it ensures security through SSL encryption and an ISO 27000 certification.
“Aivo supports more than 25 million people per year, has helped save over 48 percent on the average costs of customer support, and has reduced in-bound calls by 10 percent,” noted González. “The company excels in virtual chat but aims to make AgentBot compatible with all communication channels including cars and voice channels.”
Aivo plans to expand in Latin America to reach multiple customer verticals including government, financial, healthcare, eCommerce, education, and utilities through partnerships with telecommunications and contact center vendors. Aivo has two locations in the United States (US) and three in Latin America and is looking to penetrate markets in Europe.
With its unmatched natural language processing and understanding of local dialects, the AgentBot solution is a leader in the emerging VA market. Aivo richly deserves the Frost & Sullivan’s 2016 Latin America Product Leadership Award for its innovation in this market.
Each year, Frost & Sullivan presents this award to the company that has developed a product with innovative features and functionality, gaining rapid acceptance in the market. The award recognizes the quality of the solution and the customer value enhancements it enables.
Frost & Sullivan’s Best Practices Awards recognize companies in a variety of regional and global markets for outstanding achievement in areas such as leadership, technological innovation, customer service, and product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research.
Aivo has created and markets AgentBot, a solution for automated multi-channel customer care that uses AI. Aivo has designed AgentBot for large companies that have high customer support demand, and focuses on growing and reaching multiple customer verticals including government, financial, healthcare, e-commerce, education and utilities, and partnering with more telecommunications and contact center vendors.
Aivo has a broad customer base in Latin America, including Visa, LG, AT&T, GM and Telefónica. Currently, Aivo has clients in Argentina, Brazil, Uruguay, Ecuador, Colombia, Mexico and USA. AgentBot is available in Spanish, Portuguese, and English.
As of mid-2015, Aivo agents were in operation in 10 countries and handled over 100 million interactions last year in English, Spanish and Portuguese. Aivo has offices in the U.S., Brazil, and Argentina as well as commercial partners throughout the America's and Spain.
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