Learn how to enhance salesforce by integrating with a Virtual Agent. You will be able to integrate with salesforce's knowledge, escalate to leads, pre-empt live chat, escalate to case, and personalize Virtual Agent responses.

1. Augmenting
Salesforce.com
by integrating with a Virtual Agent
noHold, Inc. Copyright © 2013

2. What is a Virtual Agent ?

3. A Virtual Agent is a Web application that looks a little like Live Chat.

4. You type your question here

5. You get your
answer here

6. The solution is provided by
an Artificial Intelligence

8. How to integrate with
Salesforce.com

9. 1
Integrate with
Salesforce Knowledge

10. 1
Virtual Agent
Salesforce Knowledge
Leverage the articles you have already loaded into Salesforce
Knowledge, while increasing First Contact Resolution (FCR) through

11. 2
Escalate to Leads

12. 2
The end user
interacts with the
Virtual Agent.

13. 2
Kim Lacey
Laura Nicks
Virtual Agent Lead
Qualified
Kim Lacey
The Virtual Agent identifies the end user as a prospect
and creates a Lead within Salesforce.com

14. 2
The Associate reviews
the prequalified Lead
detail, complete with a
record of the Virtual
Agent conversation...

15. 2

16. 3
Pre-­empt Live Chat

17. 3
Leverage the Virtual Agent to reduce chat
abandonment, queue pollution and increase sales.
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18. 4
Escalate to Case

19. 4
Seamlessly escalate a
Virtual Agent
conversation to a case,
for future resolution by

20. 4
intervention is necessary.

21. 5
Personalize Virtual
Agent Responses

22. 5
Retrieve real time information from a Salesforce.com object so
that it can be used to personalize the conversation with the
Virtual Agent.

23. Case
Escalation
Personalized
Responses
Leverage
Knowledge
Escalate to
Lead
Pre-­empt
Live Chat

24. Are you ready to augment
Salesforce.com?

25. Smarter Self-Service
Attract. Convert. Fulfill. Support.
noHold Inc. builds Virtual Agents that help some of the most
successful companies in the world, increase revenue and
decrease cost, while increasing customer satisfaction.
www.noHold.com
noHold, Inc. Copyright © 2013

26. Glossary
Queue Pollution: The presence of an end customer in the incorrect queue or
contact channel. For example: a customer with a support question ends up in
the sales queue or vice versa. This can apply to live chat, Interactive Voice
Response (IVR), or phone queue.
Chat Abandonment:
completion.
Artificial Intelligence (AI): An area of computer science that deals with giving
machines the ability to seem like they have human intelligence (Source: www.MerriamWebster.com definition of Artificial Intelligence ).
First Contact Resolution (FCR): In customer relationship management (CRM),
first call resolution is properly addressing the customer's need the first time they
call, thereby eliminating the need for the customer to follow up with a second
call. (Source: www.searchcrm.techtarget.com )