Luware has released Virtual User, a new feature designed improve contact centre customer interactions.
By automating high-volume, repetitive tasks that fall outside the agent’s control, Luware’s latest solution helps reduce workload and job-related stress. This is critical in an industry where agents changing jobs ranges from 30 per cent to 50 per cent, and 87 per cent of agents report high or very high stress levels, according to industry research.
“Our goal is to create a more sustainable and less stressful work environment for contact centre agents,” said David Fischer, CSO at Luware. “Virtual User does exactly that, by either fully automating routine and repetitive tasks where possible, or, if human intervention is needed, intelligently routing the customer to the right agent – even the one they last spoke with – thereby minimising transfers. This ensures agents receive interactions that are streamlined and truly worthy of their expertise.”
Virtual User handles inbound customer calls, using AI to manage and streamline the interaction before an agent joins. It uses Microsoft’s Copilot to provide intelligent, customisable automation, including:
● Intent understanding: Interprets customer queries to route them to the right department.
● Agent reconnection: Reconnects returning customers with the same agent for continuity.
● Security verification: Manages standard security checks efficiently.
● Sentiment analysis: Matches customer emotional tone with the best-suited agent.
● Language detection: Instantly identifies the customer’s spoken language.
Luware developed Virtual User through extensive customer interviews and use-case research.
By using Microsoft Copilot, Luware enables customers to train the model themselves, adapting it to their specific needs. Virtual User can be precisely configured to serve almost any function our customers envision, delivering value.
This versatility is demonstrated in critical areas such as customer identification. Recognising that many individuals are hesitant about voice imprints for security, Virtual User offers a seamless and secure alternative by guiding customers through automated security questions.
This verification can occur while the customer is waiting, turning idle hold time into a productive and engaging experience. Customers not only benefit from fast service, but often don't even realise they're waiting.
Virtual User also adheres to high standards of data protection and privacy. By following Microsoft’s security framework and using Copilot, Luware ensures compliance with all relevant data privacy regulations, addressing one of the top concerns among enterprise customers.