Virtual Assistant

When consumers want to order something or have a product question, they can go online or go to a store. Or, they can just say what they want. Let customers use their voice for support, sales and more.

Connect With Customers Anytime, Anywhere

Sixty percent of customers are making purchases through Natural Language Processing (NLP) at least once a week. Are you letting your customers do the same? Put the conversation back in commerce with CSG’s virtual assistant solution.

By combining NLP and artificial intelligence (AI), the solution can predict the customer’s intent based on past interactions, and responds intuitively in just seconds. This lets you give each customer the personalized experience they want and deserve. And do it all affordably and at scale through automation.


Leverage the Power of Voice

Customers have spoken—they want to use voice assistants. Our solution uses cloud services to process customer speech, interpret the speech through rules and AI, and then provide the appropriate response. The logic can be reused in your IVR and with any virtual assistant (VA) device, so customers receive a consistent experience whether they are in their living room, interacting with their VA, or away from home and calling a local store.

Have a Conversation

Make it easy for customers to access account information and place orderswithout needing to enter touchtone inputs. We’ve designed our virtual assistants using Natural Language Processing (NLP), so customers can say what they want and the system will understand them.

Get Up and Running Quickly

Reduce the time and money it would take to set up voice applications with our existing NLP cloud capacity and voice dictionaries. Automate every conversation and carry out thousands of personalized conversations at once. All at a fraction of the cost of live agent calls.

Always Be Available

Your agents may have a set shift, but a virtual assistant is always available to help customers. We process from our dual data center locations, 24/7/365, with 99.995 percent uptime, so your customers can always reach you.


Portfolio

Interactive Messaging

What defines good customer experience changes as frequently as the communication channels customers use. CSG can help you balance the demands of different customers in a way that’s scalable, affordable and effective.

Conversational AI

Deploy Conversational AI (artificial intelligence) so your customers can communicate naturally with applications, websites and devices across channels.


Resources

Explore

  • By Type

Transforming Your IVR from Frustrating to Phenomenal

White Paper | 8.1 MB

A good IVR experience should be quick, intuitive and seamless. Customers dial in, provide context for their call to achieve resolution, whether it ...

CCW Market Study: The Future of the Contact Center in 2019

Industry Report | 1.6 MB

“CCW Market Study: The Future of the Contact Center in 2019” dives deeply into a variety of technologies, best practices and case studies that ...

Engaging Customer Experiences: The critical first 90 days and beyond

Video

Digital disrupters have reset the bar and fundamentally changed how companies engage their customers. Earning and keeping customer loyalty is a gro ...

Four Keys to Modernize Your IVR

eBook | 9.8 MB

Siri, Alexa, and Hey Google have refreshed consumers’ perception of voice. While they may not be keen to talk to a repr ...

The Journey of Strategic Business Communications

White Paper | 1.8 MB

Making communications seamless depends on bringing together technology, data, and process optimization. At CSG, we’ve revolutionized the traditio ...

CSG Omnichannel Messaging

Data Sheet | 1.4 MB

Customer communication has evolved rapidly as people have become more mobile and use more devices. Omni‐channel has become the new norm, and cust ...