Managing high volumes of customer inquiries can be overwhelming for contact centers, even with adequate staffing. With expectations for rapid response and 24/7 availability, relying solely on human agents can lead to bottlenecks, long wait times, and inconsistent service. Virtual Users offer a solution by automating routine interactions, freeing agents to focus on more complex cases.
Virtual users are AI-powered bots that can engage in human-like conversations with customers. Much like real employees, when organizations train these Virtual Users, they can perform specific tasks and acquire in-depth knowledge of company-specific information. Virtual Users are highly adaptable and effective in a variety of roles.
In Luware Nimbus, Virtual Users can relieve human employees by handling simple customer interactions and routing more complex matters to human agents.
In its private preview, Luware Nimbus leverages Microsoft Copilot, with future plans to integrate other AI models. The Virtual User can significantly reduce employee workload, improve response times, and enhance the overall customer experience
We developed Virtual User through extensive customer interviews and use-case research, ensuring it delivers real value from day one. Virtual User can serve as a Self-Service bot, among other tailored use cases, depending on customer needs. By leveraging Microsoft Copilot, Luware empowers customers to train the model themselves, perfectly adapting it to their specific needs. This adaptability is where the true power of Virtual User lies: it can be precisely configured to serve virtually any function our customers envision, delivering value in myriad ways.
For instance, a major insurance provider reported that with their traditional IVR systems, the First Contact Resolution (FCR) rate was 74%. After implementing the AI bot, customers were routed to the right agent, leading to a significantly higher FCR rate of 96%—a staggering 22% improvement in FCR. This clearly demonstrates the product's impact.
This versatility is powerfully demonstrated in critical areas like customer identification. Recognizing 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. For a major banking customer, verifying each caller typically takes 90 seconds. In an industry handling up to 100,000 calls monthly, automating just this step with Virtual User could save an astounding 2,500 hours of agent time every month – equivalent to over 100 full workdays! Crucially, this verification can occur while the customer is waiting, transforming idle hold time into a productive and engaging experience. Customers not only benefit from faster service, but often don't even realize they're waiting.
Virtual User adheres to the highest standards of data protection and privacy. By following Microsoft’s security framework and leveraging Copilot, Luware guarantees compliance with all relevant data privacy regulations, addressing one of the top concerns among enterprise customers.
While virtual agents excel at simple tasks such as answering frequently asked questions or making product recommendations, they can struggle with more complex inquiries. That's why it's critical to recognize when an issue needs to be escalated to a human employee and ensure a seamless transition for the customer.
Virtual users can be easily monitored through reporting in Luware Nimbus. Data such as the number of cases solved and the time frame in which they were completed will be readily available. This will make it easy to assess whether virtual users are performing effectively or whether their training needs to be adjusted. (Please note: This functionality is planned for a future release and is not part of the current private preview.)
Ready to explore the future of customer service? Our new AI Virtual User feature is currently in private preview. Book a Demo today to learn how you can be among the first to implement this powerful solution and start seeing the benefits. Participants in this preview have the unique opportunity to provide feedback that directly shapes future product updates.