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'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.
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.
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.