Why You Should Show Interest in Conversation Agent Guidelines?

by Nick Gordon
Conversation Agent Guidelines
POSTED BY: Nick Gordon       IN Artificial Intelligence    

Discussing conversation agent guidelines now can help you plan to integrate this technology into your business is important.
A lot of businesses that are operating online are using the technology that comes with live chat. This allows them to often use a third party or even customer service representatives within their business to attend to customer needs through queries and responses.

The Necessity for Conversation Agent Planning

While this is a great way of being able to ensure that the customer service needs are being met it also comes with a lot of flaws. For this reason many businesses are now taking a look at artificial intelligence by way of chat robots to better meet the customer needs.

For those that are using live conversation agents it means that they have to plan for conversation agent guidelines. This can be time-consuming but it is a necessity if they want any success from this type of program at all.

The guidelines act as the blueprint for the live agents to follow in order to be able to meet the requirements that the business has on their customer engagement.

Human Conversation Agent Guidelines

One of the biggest factors about the human conversation agents is that it is taking place in text format which can be time-consuming, especially for those that are acting on behalf of the company that are not totally familiar with the type of queries that they are going to be presented with. Every chat agent must begin a conversation with the proper etiquette and most companies will provide a script that needs to be followed for the responses to be consistent by every agent that may be handling this responsibility.
Human Conversation Agent Guidelines

A lot of training is involved with the staff that is going to be taking on this task as they need to be well versed with the type of questions that they will be faced with and how to give the proper responses. This means that businesses that are using this type of program really have to rely on the characteristics and attributes that the human agent possesses. If they are not well versed in the company or enthusiastic about their customer agent role this can have an adverse effect on the overall outcome and create a bad experience for the consumer.

Customers have to be comfortable using this type of system and are often not sure how to make the opening approach which means that the agent must be able to step in and take the lead where necessary. Chat agents also have to be aware that if they cannot respond appropriately to a customer query that they have more experienced personnel to rely on to be able to provide an immediate answer. At the same time, customers do not want to be transferred from one person to another within the company as they want their answers quickly.

There is a lot of a planning and talks that must be carried out in order to utilize this type of customer service application. Many of the businesses that are using it have comes to realize that there are limitations with this and are now looking at advanced technology which comes into the artificial intelligence chatbot field.

Artificial Intelligence and the Conversation Agent

Planning is still required for this type of application but in a totally different manner. Businesses that are going to rely on chatbot software needs to ensure that they are relying on that which is powered by strong technologies such as that which is provided by Silvia. This means having a good understanding of just what this type of technology that is power driven by Silvia can provide.

Silvia is a platform for conversational intelligence that can be utilized in different types of environments with no compromise or weaknesses. It can create conversational experiences with customers to the point where the customer has no idea that they are actually dealing with a chatbot. The Silvia technology offers so many options that it can be totally customized to fit in with each business’s unique needs.
platform for conversational intelligence


It can also open additional doors for being able to reach out to a broader client base that has up till now been closed because of language barriers. An even greater advantage of using the Silvia technology is that no server connection is required. What is even more beneficial is the additional benefits and features that it has where it can be utilized not only in all types of industries but for further needs such as analytics, data collection and organization.

Live chat has been a viable solution but utilizing artificial intelligence through chatbot agents is in an exceptional solution for providing conversation agent services.

Author: Nick Gordon

Nick Gordon is a senior writer at Centurysoft Blog, where he covers topics such as Digital Media, Data Analytics, Chatbots, Artificial Intelligence and Business Intelligence. He attended Stanford University and now lives in Brooklyn. He enjoys traveling, live music and reading a good book in his spare time.