Verascape’s Intelligent Virtual Agent eliminates long wait times, complicated menus, and lack of personalization. It engages your customers naturally and effectively and resolves most customer inquiries without them ever needing to speak with a live agent. The Verascape IVA improves the customer experience, eases the burden on live agents, AND reduces operational costs.

On-Demand Conversational Greeting

Greet Customers with Confidence.

The Verascape IVA utilizes the most advanced Conversational AI and Natural Language Processing (NLP) Technologies to engage your customers just like your best live agent every time.

Virtual Agent

Verascape’s IVA answers every inquiry with conversational speech or text. This capability, combined with other Verascape Automation Applications will immediately set your brand apart from the competition. Instead of a long, arduous menu typical of outdated IVR systems, you can now greet customers with a more natural, "Thank you for calling (Your Company), how can I help you?"

Intelligent Screen Pops

Verascape uses Computer Telephony Integration, or CTI to enable you to provide your contact center agents with valuable knowledge about a customer before they pick up the phone or respond to a digital inquiry. This is accomplished with an intelligent “screen pop.” A Screen Pop is a window that pops up on an agent’s computer screen that displays information about the customer like name, address, interaction history, and other relevant information. Verascape’s Intelligent Virtual Agent allows you to answer inquiries with conversational speech, facilitate automation when appropriate, and/or intelligently route customers to the right live agent.

Conversational, Easy to Use, Intelligent, and Intuitive.

Conversational, Easy to Use, Intelligent, and Intuitive.

Intelligent Call Routing

Give your Customers the Best Service Instantly.

Quickly identify your customers and prospects and make intelligent decisions on how to best serve them.

We use your data combined with external data, a single KnowledgeBase, and Natural Language Processing technologies for real-time intelligent call routing decisions. Our Intelligent Call Routing employs predictive algorithms to determine customer status, purchase history, demographics, credit qualifications, and many other additional data points. We utilize CTI for intelligent screen pops.

Scoring can be as simple or as complex as necessary for the circumstance. You can score on dozens of different variables. Our Intelligent Call Routing maps to your business rules and routes calls appropriately.

  • Agents are prompted ahead of call on appropriate credit offers and payment plans.
  • Agents are prompted to present ‘best chance’ offers, up-sells, and cross-sells.
  • Real-time decisioning engages agents during call center peak periods so valuable agent time is optimized.

Lead Capture and Queue Prioritization

We use proprietary matching techniques and data sources to quickly identify the customer or prospect and their relevant information. Using your business rules, we take the appropriate routing action to make sure every inquiry is serviced the right way.

Optimized Selling

Every customer interaction has the potential to be a revenue opportunity. Agent/customer communication time is precious, and irrelevant up-sells or cross-sells are lost opportunity. Scoring customers with our Intelligent Call Routing solutions before they engage with your agents will optimize the brief interaction time available. Think revenue-per-minute and you’ll appreciate the benefits of Verascape’s Intelligent Call Routing.

Real-Time Credit Profiles

Our Intelligent Call Routing solution can score callers on their credit profile instantly, enabling you to assess the probability of a good or bad risk offer... before you actually interact with the customer. We use a highly predictive, proprietary algorithm that will reduce your credit application failures and reduce your bad debt exposure.

Order Status and Order Management

The #1 Choice for Retail, Catalogs, and eCommerce.

Verascape’s highly experienced professionals cut their teeth in the retail, catalog, and eCommerce space. We speak the same language as our many retail customers. Order Status and Order Management is one of the highest volume call types and truly is our sweet spot.

Order Status

We quickly identify the customer and find their order information. We present them with summary order status and then let them guide us on details they want — all the way to line item detail.

Shipping/Delivery Inquiries

Verascape integrates with all of the third-party shippers to provide callers with the most up-to-date delivery status of their orders.

Returns Status

Customers can self-serve to find out if a returned item has been received and if credit has been applied.

Returns Instructions

Customers can receive easy to understand instructions on how to return items without ever having to speak with a live agent.

Backorder Inquiries

Verascape provides the most current backorder information to customers. Our omni-channel capabilities allow you to send alternative product information via any channel, both voice and digital.

Store Locator

Customers can quickly and efficiently locate a brick-and-mortar store nearby.

Membership/
Loyalty Program Inquiries

Any membership question can be answered instantly. Membership status, membership expiration date, renewal information and processing, and membership point status.

Product Information

Verascape delivers real-time product descriptions, inventory availability and other product attribute answers.

Catalog Requests

Self-service for catalogs, or any other customer requested collateral. Verascape can feed fulfillment systems via real-time or batch feeds.

Order Processing

Verascape offers a self-service processing solution that is easy to use, productive, efficient, and PCI Level 1 compliant. We leverage existing customer data to understand your customers, products, and services to make the re-order process productive and efficient.

Up-Sell/Cross-Sell

Our expertise in working with and understanding data allows you to more effectively up-sell and cross-sell across all customer communications channels.

Billing and Payments

Resolve Billing and Payments Inquiries with Conversational AI

Enable your customers to discreetly manage their financial transactions whenever and wherever they want. Verascape allows them to effectively self-service on their terms. This frees up your live agents for more trust-based transactions.

Billing Inquiries

Verascape’s Billing and Payments Automation Application identifies and authenticates the customer then provides them with their detailed billing information at a fraction of the cost of live agents.

  • Balance Inquiries
  • Payment Due Date
  • Last Payment Made
  • Minimum Amount Required
  • Alternate amount requests

Self-Service Payments

We quickly identify and verify your customer. We can process payments using pre-established payment information on file or through a variety of other payment options including debit, credit, and ACH - all in a PCI compliant environment.

Outbound Alerts

Verascape utilizes the same advanced automation technologies for our outbound call applications, providing Billing and Payments solutions with unmatched functionality:

  • Payment reminders
  • Payment verification
  • Overdue notifications

One financial services company save $2.7 million in just the first year.

They used the savings to improve training and agent retention.

Insurance & Warranty Management

Enable your customers to help themselves — on-demand and without the wait

Conversational AI can resolve most Insurance and Warranty inquiries without your customer ever needing to speak with a live agent.

Intelligent, Fast, and Easy to Use

Whether your customer needs to file a claim, check the status, or just get some detailed information about their policy, Verascape has the experience and the solution to help.

Verascape provides your Insurance and Warranty policy holders with an effortless and conversational self-service experience to resolve most inquires. Plus, our outbound alerts provide Insurance and Warranty companies with unmatched functionality and benefits.

Lead Capture and Queue Prioritization

We use proprietary matching techniques and data sources to quickly identify the customer or prospect and their relevant information. Using your business rules, we take the appropriate routing action to make every inquiry is serviced the right way.

Optimized Selling

Every customer interaction has the potential to be a revenue opportunity. Agent/customer communication time is precious, and irrelevant up-sells or cross-sells are lost opportunity. Scoring customers with our Intelligent Call Routing solutions before they engage with your agents will optimize the brief interaction time available. Think revenue-per-minute and you’ll appreciate the benefits of Verascape’s Intelligent Call Routing.

Real-Time Credit Profiles

Our Intelligent Call Routing solution can score callers on their credit profile instantly, enabling you to assess the probability of a good or bad risk offer... before you actually interact with the customer. We use a highly predictive, proprietary algorithm that will reduce your credit application failures and reduce your bad debt exposure.

Enable your customers to help themselves — on-demand and without the wait.

Conversational AI is Perfect for Insurance and Warranty Management

Tech Support

Your Best Help Desk Agent, Every Time

Conversational AI can resolve many Technical Support inquiries such as password reset, troubleshooting, account updates, cancellations, and many more.

Smart, On-Demand, and Conversational

It’s like having your best help desk agent available for every call 24/7/365, but at a fraction of the cost of a live help desk agent.

Password Reset

Troubleshooting

Update Account Information

Cancellations

Installation Instructions

The Verascape IVA Manages Many Tech Support Inquiries

The Verascape IVA Manages Many Tech Support Inquiries

Scheduling

Let an IVA handle your customer’s Scheduling needs 24/7/365

Conversational AI can resolve most Scheduling inquiries without a live agent.

Manage Appointments and Reservations with Conversational AI

Whether your customer needs to make, change, or cancel an appointment or reservation, an Intelligent Virtual Agent can handle most situations. This frees up your live agents to handle the more complicated and trust-based opportunities.

Appointment & Reservation Scheduling

Appointment & Reservation Changes

Appointment & Reservation Cancellations

Outbound Text and Call Reminders

Dispatch Service

Schedule Pickups & Deliveries

Outbound Follow-ups

Make, Change, Cancel, Remind, Follow-up, and more

Make, Change, Cancel, Remind, Follow-up, and more

Patient Results Management

Verascape is HIPAA Compliant

The Verascape IVA allows patients and physicians to request Patient Results 24/7/365 without needing to speak with a live agent.

Live agents can focus their time on questions rather than basic requests like lab results

Our HIPAA Compliant Intelligent Virtual Agent can authenticate patients and providers and push requested results via a HIPAA compliant method. This eliminates these transactional calls from live agent queues which eases agent burden, reduces overall hold time, and improves patient and provider experiences.

Enable your Patients and Providers to self-request lab results with Conversational AI

Enable your Patients and Providers to self-request lab results with Conversational AI

Roadside Assistance

Inbound Requests and Outbound Follow-ups

Conversational AI voice and/or SMS supports Roadside Assistance 24/7/365

Utilize the Verascape IVA to handle inbound road-side assistance requests and outbound follow-ups to make sure your customer has been appropriately taken care of.

The Verascape IVA is available 24/7 to provide immediate assistance to customers. The IVA can use the customer's location, type of vehicle, and the nature of the problem to provide personalized recommendations for roadside assistance services such as a towing service, locksmith, or tire repair service.

In addition to inbound support, the Verascape IVA can provide outbound updates on the status of assistance, such as an estimated time of arrival for help. It can also follow-up with your customer to make sure that help arrived when it was supposed to.

An IVA for Inbound and Outbound Roadside Assistance

An IVA for Inbound and Outbound Roadside Assistance

Surveys

Get Immediate Feedback from Your Customers

The Verascape IVA allows callers to provide immediate feedback about their engagement with your brand.

Enable all callers the opportunity to offer feedback which could lead to clearer, unbiased results.

With efficient and effective voice-enabled surveys using Intelligent Virtual Agents you can collect more feedback and respond more quickly to possible finite or ongoing issues.

Survey your callers with Conversational AI Intelligent Virtual Agent

Survey your callers with Conversational AI Intelligent Virtual Agent

Outbound Notifications

TCPA Compliant

Verascape utilizes the same advanced technology for outbound notifications providing you with unmatched functionality and opportunity.

Some of our automated outbound applications include:

Shipment/Delivery Confirmations

Payment Due Notifications

Customer Surveys

Backorder Announcements

Roadside Assistance Follow-up

Verascape Provides Outbound Notifications – Voice and SMS

Verascape Provides Outbound Notifications – Voice and SMS

How does it work?