Virtualex Launches AI Agent Service for Contact Center Automation

Virtualex Unveils New AI Agent Service for Contact Centers

Virtualex Consulting, a subsidiary of the Virtualex Group based in Minato, Tokyo, has announced a groundbreaking service aimed at assisting contact centers with the deployment of generative AI agents for chat and voice operations. Set to launch in May 2025, this service addresses pressing concerns pertaining to the efficacy and quality of AI in such environments.

Addressing Industry Challenges

As businesses increasingly pivot towards digital transformation (DX), automation in chat and phone interactions has garnered considerable attention. Despite this enthusiasm, several challenges persist in the industry:

- Operators are often tied up with even minor inquiries.
- A significant amount of resources are spent on initial responses and call transfers.
- Existing FAQs are underutilized, hampering efficiency.

Given these challenges, a hybrid automation model that combines self-service channels, AI, and human intervention is emerging as a robust solution.

A Three-Step Approach to AI Implementation

Virtualex's new service adopts a gradual, three-step approach to facilitate the seamless integration of AI into contact centers:

1. Enhancing Self-Service Channels: This involves bolstering FAQ access and chat search capabilities.
2. Demonstrating AI Agent for Unmanned Responses: Through practical trials, they will showcase the potential of AI agents in real-world applications.
3. Collaborative Response Design: Focused on integrating human skills with AI capabilities to create sophisticated response models.

Moreover, by enabling operators to train the AI with their interaction outcomes, Virtualex has developed a dynamic learning cycle where the AI becomes progressively smarter, thereby continuously improving both operational efficiency and service quality.

PoC Program Overview

To evaluate the real-world applicability of generative AI agents, Virtualex has structured an approximately eight-week Proof of Concept (PoC) program involving three distinct phases:

Phase 1 (3 Weeks): Basic Automation of Standard Tasks

During this phase, operators will utilize Amazon Lex to construct foundational AI agents, testing their effectiveness with straightforward tasks such as call forwarding and inquiries.

Phase 2 (4 Weeks): Advanced Response Validation Using FAQs

In this phase, Virtualex will employ well-prepared documentation to integrate generative AI with Retrieval-Augmented Generation (RAG) technology. They will assess response quality in scenarios that mimic actual operations.

Phase 3 (1 Week): Review of Results and Next Steps

In this final phase, the team will collaborate with customers to determine the direction forward, which could involve scaling to full deployment, further expanding the PoC, or even pausing for redesign.

Key Benefits of Virtualex's Service

This service supports both chat and voice channels, optimizing the deployment of AI agents to fit existing workflows using technologies such as Amazon Connect, Lex, and Bedrock.

With expert teams guiding clients throughout the PoC process—from design to execution and review—Virtualex is set to offer an unparalleled support experience tailored for contact center operations. Their methodologies incorporate essential evaluation aspects, including detection of hallucinations and log analysis, ensuring that data-driven decisions are available for both quantitative and qualitative evaluations.

Ideal for Organizations Seeking AI Solutions

This innovative AI service is tailored for companies looking to enhance the efficiency and quality of their response operations through partial automation. Organizations aiming for a gradual transition towards full AI integration through the PoC format will also find value in Virtualex's approach. Lastly, firms wishing to spearhead generative AI applications internally while collaborating closely with industry experts are encouraged to explore this new offering.

Ongoing Projects and Future Innovations

In alignment with this release, Virtualex is also actively participating as a support partner in an ongoing project focused on unmanned solutions, testing their viability in real operational environments.

For more information about Virtualex Consulting and its avant-garde approach to customer relationship management, visit Virtualex Consulting. You can also learn more about the entire Virtualex Group at Virtualex Group.

Conclusion

As the industry moves towards greater automation, Virtualex’s pioneering AI agent service stands poised to redefine the contact center landscape, making a strong case for the future of customer interactions. Those interested in learning more about this transformative technology are encouraged to reach out through their dedicated inquiry form.