Virtual Agent Implementation

Part
01
of three
Part
01

Virtual Agent Implementation, Part 1

Our research determined that Robinhood, HP and Rogers Wireless all have virtual agents. The requested information has been entered into the attached spreadsheets and we have provided screenshots in the attached document. Our research found that the following websites do not have a virtual agent: VMware, DigitalOcean, Wyndham Hotel: Technical Support, GitHub, eBay, Splunk, T-Mobile, Redbox, Coinstar, Lime, and Liberty Global.

robinhood

Robinhood's virtual agent is accessed by clicking a question mark button on the bottom right-hand side of the screen. Users can then enter a question and the VA will attempt to answer the question. The virtual agent can help with onboarding, tools, managing accounts, troubleshooting, and tax questions. The virtual agent will offer solutions and if it is unable to help it will provide a form for customers to contact Robinhood.

We used BuiltWith, a premier website profiler and usage analytics site, to try to identify the VA-related software that Robinhood uses; this resource did not provide this information. However, at the bottom of the VA chat, the window states that it is powered by Solvvy.

hp

On the right-hand side of HP's support page, there is an option to ask the HP virtual agent questions about PCs, Printers and Instant Ink. Customers can type in questions and the VA will provide a range of answers. The VA answers product and technical questions.

We used BuiltWith to try to identify the VA-related software that HP uses; however, the website did not provide this information. We instead found a news release from HP stating that they are using Microsoft Dynamics 365 AI solution for its virtual agent.

rogers wireless

Roger Wireless' virtual agent is named Anna and can be accessed by pressing the chat function on the company's website. The assistant can help with: viewing bills, changing wireless plans, viewing wireless features, paying bills, finding out about upgrade eligibility, and technical support.

We used BuiltWith to try to identify the VA-related software that Rogers Wireless uses; however, the website did not provide this information. We performed a search and found that Wysdom provides the software for Rogers Wireless.
Part
02
of three
Part
02

Virtual Agent Implementation, Part 2

Of the companies listed in rows 18-32 of the attached spreadsheet, only Pitney Bowes and Symantec have automated virtual assistants to assist site visitors/customers. Pitney Bowes uses an automated voice message system, while Symantec uses a chatbot. Below, we will provide the methodology and summary of the findings for this research.

COMPANIES THAT USE AUTOMATED VIRTUAL ASSISTANTS

1. PITNEY BOWES

Pitney Bowes uses an automated voice message system that allows customers to check and listen to information related to their account balance and recent activity. The system is also capable of providing instructions for findings answers on the company’s support web page. The technologies used have not been provided as the system is phone-based and could not be identified on Built With.

2. SYMANTEC

Symantec uses a chatbot called Symantec Enterprise Support Virtual Agent. The chatbot supports English only and allows customers to ask questions related to account and licensing and endpoint protection. It also allows customers to use the system to create and view support cases. The technologies used have not been provided as the chatbot is a pop-up interface with no actual web links and could not be identified on Built With.

COMPANIES THAT DON’T USE AUTOMATED VIRTUAL ASSISTANTS

  • Mailchimp: The support is provided by the company's team directly through chat and email.
  • Sony: The support is primarily provided via phone through company support representatives based on geographic location and is further categorized for some products by item type.
  • Mercari: The support is provided through a compilation of help center articles.
  • Kroger: The support is provided via phone and email.
  • Ivanti: The support is provided via phone and through help center articles. The company used to have a Chatbot called Ivy but is currently not in use.
  • Okta: The support is provided via phone and through help center articles.
  • Disney: The support is provided via email, phone, and mailing address.
  • MGM: The support is provided via email, phone, and mailing address.
  • Ipsy: The support is provided via help center articles and an option for what the company calls "instant answers" though it then says that those answers will be found "as quickly as possible."
  • Dyson: The support is provided via chat with a customer support team member and via phone.
  • Grubhub: The support is provided via chat through full-message format (the type that people answer) and via phone.
  • Vacasa: The support is provided via email, phone, and mailing address.
Part
03
of three
Part
03

Virtual Agent Implementation, Part 3

Detailed research reveals that Verizon Wireless' virtual chat assistant helps in the resolution process of issues surrounding bill payments, account management, and login among other topics. The virtual agent (chat assistant) gets initiated by clicking on the "Chat with us" pop up at the bottom right of the support page. Other companies such as BMC, Mozilla, PluralSight, ezCater, Electronic Arts, Palo Alto Networks Online Customer Service, among others do not have virtual chat assistants on their websites as explained below. Additional details are accessible through the attached spreadsheet. The screenshot of unearthed virtual chat assistants are accessible through this link.

METHODOLOGY

We commenced our research by scouring through technical reports, online reviews and white papers for pieces of information regarding the companies listed on rows 33 to 47 of the attached spreadsheet. We researched for precompiled information regarding whether they have automated/robotic virtual assistants (VA) that assist site visitors/customers. We also investigated for specific URL for their support/customer service page and the credentials of the virtual agent where they exist. Unfortunately, there was no precompiled article or report detailing on the above requirements. We assumed such a broad/comprehensive report is not yet generated by any study/research and not available to the public.

Next, our research team scoured through various home pages of various company websites, support pages, and contact us web pages among other resources to verify if they have virtual agents enabled. Insights obtained from Verizon Wireless' support page reveals that it has a virtual assistant called "Verizon Wireless digital assistant." However, we failed to unearth reliable information from the websites of the other companies (except PluralSight) to determine that they run virtual agents as we utilized guest access to scan through their pages. Some companies such as Go Pro Chat have their unspecified type of chats available for 24 hours daily for only customers with pro subscriptions.

Finally, we decided to check through third-party reports and databases for information to triangulate if the listed companies have virtual chat agents. We researched for review information, analysis and survey that rates the chat agents from the required companies. This strategy also proved abortive as we only gathered insights GetHuman web which revealed that Wargaming does not offer support for live chat. Gethuman provides a database of all-time favorite phone numbers, contact and customer service parameters for fortune companies such as CNN, Forbes, The New York Times, Los Angeles Times, The Huffington Post, among other companies. We finally assumed that virtual chat assistants or chat bots that have not unearthed following the above three-step procedure do not exist. We have reported our findings as follows.

1. COMPANY: Verizon Wireless

The website of Verizon Wireless is accessible via this link.
Availability of virtual agent: Yes
The virtual agent of Verizon Wireless is accessible via this link.

DESCRIPTION OF VIRTUAL AGENT

The virtual agent provided by Verizon Wireless is called "Verizon Wireless digital assistant." It is accessible by clicking on the "Chat with us" pop up at the bottom right of the support page. A screenshot of unearthed virtual chat assistant is accessible through this link.

BUILT-WITH TECH PROFILE

The web page of Verizon Wireless was built with Java (J2EE framework), and other standards as listed on the "Built With" web page. Other companies such as BMC, Mozilla, PluralSight, ezCater, Electronic Arts, Palo Alto Networks Online Customer Service, among others do not have virtual chat assistants on their websites. Additional details are accessible through the attached spreadsheet.

2. PluralSight

The website of PluralSight is accessible via this link.
Availability of virtual agent: Yes
The virtual agent of PluralSight is accessible via this link.

DESCRIPTION OF VIRTUAL AGENT

PluralSight virtual agent for customer support is at the bottom right of the home page. The agent name is PluralsightBot.

BUILT-WITH TECH PROFILE

The web page of PluralSight was built with ASP.NET framework, JavaScript. and other standards as listed on the "Built With" web page.

Sources
Sources

From Part 03