Computer Instruments' Virtual Concierge Debuts on SkySwitch's UCaaS Platform

While the idea of a human concierge may seem like a charming leftover from a bygone era, customer support organizations are increasingly relying on virtual versions of the concierge: essentially, an artificial intelligence that can handle simple customer requests and questions, and do the footwork to route more complex issues to the right human agents.

For many smaller businesses that need to keep an eye on their contact center operations budgets, virtual agents or concierges are an affordable and customer-friendly way to have inbound calls initially handled without live person interaction. It can provide a caller with a unified and cohesive experience through engagements with next-generation spoken natural language resources.

Virtual agents are increasingly flexible, scalable to any size industry or company, and intelligent thanks to advances in conversation using artificial intelligence, which assembles the caller's spoken requests with available resources, providing a conversational, human-like interface to sit on the frontlines of customer support.

Computer Instruments, Inc. recently added to the portfolio of virtual concierge technology with the announcement the availability of its new Virtual Concierge on SkySwitch's white label platform for unified communications-as-a-service (UCaaS) and contact center environments. SkySwitch will market its virtual concierge service through its North American reseller network of MSPs, VARs, ISPs and WISPs.

Computer Instruments’ virtual concierge was designed to improve the caller experience for industry staples like auto-attendant, can perform as a virtual agent, or act as a support triage technician. It can boost self-service usage by customers by replacing limited and often complicated “press a digit” or say a word menu-driven processes with a simple, uncomplicated natural conversation.

"CI's Virtual Concierge provides a mobile-like experience for your company's communications. Just like Personal Intelligent Device Services do for the individual, the Virtual Concierge with AI does that for your company," said Chris Herring, CI President, and CEO, in a statement. "It elevates the callers' experience with a technology that customers will adapt to quickly and easily. Virtually anyone who has access to dial tone can and will use this technology."

Edited by Maurice Nagle