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Automated Agents are not real people, but are extraordinary speech applications that replicate the effectiveness of the best Customer Service Representatives (CSRs) giving callers what they need in a satisfying experience. The Automated Agent is a fully-functional speech application that is deployed in a Hosted Managed Service environment.
The speech application includes the following capabilities:
The Automated Agent includes the Application functionality which has industry-specific business rules for specific call types. The Conversation Engine Runtime is a powerful, patented technology giving conversational intelligence to the Automated Agents. It lives beneath the Application functionality. Underneath the Conversation Engine is a customized Application Server that includes grammar and audio files. There is a VXML interface layer that enables communication between the Application and the VXML browser. The Application is abstracted from the voice standard and can interface with other standards, such as SALT.
The environment where the Automated Agent resides includes interfaces with the Voice XML Browser, the customer's systems (web interface, back-end systems), and any third party data that the customer uses. Since the Automated Agents are deployed as a Hosted Managed Service, the Automated Agent and the VXML browser reside at a hosting facility. The customer's systems reside at the customer's site and any third party information resides elsewhere.
Automated Agents are not real people but approximate the effectiveness and results of Customer Service Representatives. With their ability to handle the complete range of informational, transaction, and outbound calls, Automated Agents bring speech technology to a new level of capability. They're not real people - but extraordinary speech applications.
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