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Launchware Announces Two New Virtual Agent Solutions

By Tracey E. Schelmetic May 29, 2024

What’s the best artificial intelligence in customer support? It’s one that works together with human agents in a flexibly hybrid model, providing the best of an automated solution with the best of human abilities and emotions. Customers don’t mind using automated systems if it helps them get answers faster; they just want to be able to escalate the call to a human if they run into a brick wall with the AI.

AI-powered customer solutions provider Launchware recently announced two new solutions: AI Phone Agents and Dispatch AI. Both of these were designed to aid customer support and dispatch processes across various industries, including healthcare, education, customer service call centers, tech support, sales, debt collection agencies, and public safety.

The first product, AI Phone Agents, is a hybrid model that combines "the efficiency of artificial intelligence with the empathy of human agents," according to Launchware. By handling routine inquiries and tasks, AI Phone Agents enable human agents to focus on more complex issues, resulting in reduced wait times, increased efficiency, and improved customer satisfaction. This makes them an ideal solution for healthcare practices, educational institutions, customer service call centers, tech support, outbound and inbound sales teams, and debt collection agencies. AI Phone Agents provides 24/7 availability, ensuring customers receive support at any time, and intelligent call routing that will escalate to human agents when necessary. Built into the solution is real-time data analysis and insights that help companies with continuous improvement and optimization of their automated processes.

The second solution announced, Dispatch AI, is an AI-powered virtual agent specifically designed specifically to handle administrative, non-emergency calls for 911 call centers and public safety answering points. Dispatch AI, which integrates with almost any emergency response program currently in use, was designed to streamline more routine administrative calls, allowing call centers to focus on emergency, life-saving call. The goal was to help address industry-wide staffing challenges by freeing up limited staff resources while simultaneously enhancing community service by providing callers with the assistance they need in a self-service manner.

"We understand the critical role that 911 Call Centers and PSAPs play in ensuring public safety," said Jonathan Workman, founder of Launchware. "Our Dispatch AI is a game-changer for these organizations, helping them streamline their operations, reduce response times, and ultimately save lives."

Edited by Alex Passett
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