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Luisa: Virtual Senior Agent

Artificial Intelligence

After a workshop on ideation, APG, PGGM, Obvion and BISS are joining forces on the co-creation work for the Virtual Senior Agent use case. In this use case, we are looking for a way to help call-center employees answer the questions they get from callers. They are developing the possibility of enabling a Virtual Senior Agent to help brainstorm live about the question that is being asked.

Using artificial intelligence, the Virtual Senior Agent looks for relevant information in a database. This allows the call-center employee to help callers faster and more efficiently. The length of time callers are put on hold is either reduced or eliminated entirely, and the employee can offer broader advice, or tailor it to the caller’s needs.