Virtual Agents

Despite vast improvements in technology, callers have come to expect almost robotic interactions with machines. We’re working to change that. We built our first telephone banking system in 1980, years before the technology was common.

ARGOS builds virtual agents that stress user friendly, cognitive performance. The core of our systems are a script that models a specific conversation to business requirements. This script is used by the virtual agent to conduct the conversation, access background data from remote databases and interact with the user. When we design this script, we review existing Customer Service interactions, support documentation, branding and compliance requirements. This approach has a number of distinct advantages:

• The best place for a datacenter is not always the best place for a call center, so our agents are decentralized. Sensitive data can be hosted in the data center, safely behind a firewall, while the conversation is actually conducted from the customer service centers, located in another city, state or country, through mobile applications or through the Web.

• Agents can access multiple enterprise databases across the client’s network, including databases that are part of enterprise applications and legacy data from the company’s archives.

• Agents can fluidly collaborate with each other, as well as with employees in the organization wherever they may be.

Our agents make use of several common protocols, including IP, HTTP, HTTPS, SSH, Web Services and SOAP. The ARGOS Conversational Agent software has been deployed on the IBM Power, x86 and Oracle SPARC hardware platforms and runs on the AIX, Solaris and Linux.

 
_{IBM Power and AIX are trademarks of International Business Machines. Solaris and SPARC are trademarks of Oracle Corporation. Linux is a trademark of Linus Torvalds}