Every call heard.
Every insight captured.
Virtual Agent
Less waiting. Less chasing. More getting things done.
Your customers don’t want to wait in queues, repeat themselves or jump through hoops to get something sorted.
Focus AI Virtual Agent understands what people need, answers questions and takes action automatically. Across voice and digital channels, it helps customers get things done faster, while giving your team more time for the conversations that need a human touch.
Your team has better things to do than answer the same questions all day.
They’re perfectly reasonable questions. But when your team is answering hundreds of them every day, something has to give.
Queues get longer. Customers get frustrated. And your people spend more time handling routine enquiries than solving the problems that actually need their expertise.
What changes
Better for your customers.
Better for your people.
Answer everyday questions
Give customers immediate responses to everyday enquiries, without waiting for someone to become available.
More time for the important stuff
Take repetitive tasks off your team’s hands so they can focus on complex issues, valuable conversations and customers who need extra support.
Get more resolved first time
Help customers complete straightforward requests without unnecessary transfers, delays or repeat contact.
Support that doesn’t clock off
Make routine support available around the clock, including evenings, weekends and busy periods.
A consistent experience, every time
Give customers clear, reliable information and guide them through the right processes.
Grow without growing the workload
Handle increasing enquiry volumes without putting the same pressure on your people and resources.
See the difference between answering and doing.
See it in actionHow it works
From “Can you help?” to “All sorted.”
Virtual Agent can take an interaction from question to action.
Understand
Natural language processing and AI help the Virtual Agent understand what someone is trying to achieve.
Respond
Give customers relevant, consistent answers using the information available to the Virtual Agent.
Act
Connect with business systems to complete appropriate tasks and update information.
Escalate
Move conversations to the right person when human support is needed.
Learn
Use interaction data and analytics to identify trends, bottlenecks and opportunities to improve automated journeys.
Explore what you could automate
Contact usThree ways it can help
One clever idea.
Lots of ways to put it to work.
Virtual AI voice agent
Let customers get things sorted with a conversation.
Handle routine phone enquiries with natural, AI-powered voice interactions.
From answering common questions to checking information, completing supported actions and routing calls, Virtual Agent helps customers move forward without unnecessary waiting.
From answering common questions to checking information, completing supported actions and routing calls, Virtual Agent helps customers move forward without unnecessary waiting.
Virtual AI chat agent
More than a chatbot. A way to get things done.
Give customers instant support through websites, apps, portals and supported messaging channels.
Answer questions, guide customers through processes and complete routine tasks without requiring a live agent for every interaction.
It can work through your inbox too, reading, sorting and replying to routine emails, and passing anything trickier to your team.
Answer questions, guide customers through processes and complete routine tasks without requiring a live agent for every interaction.
It can work through your inbox too, reading, sorting and replying to routine emails, and passing anything trickier to your team.
Virtual AI internal agent
Give your people an extra pair of hands.
Support employees with quick access to information, internal guidance and everyday workflows.
Reduce time spent searching for answers, switching between systems and repeating administrative tasks.
Reduce time spent searching for answers, switching between systems and repeating administrative tasks.
See it in action
Don’t just answer the question. Get the job done.
Pick a request and watch what happens next. A basic chatbot gives an answer. Virtual Agent keeps going until it’s sorted. It comes down to one question: do you need something to answer, or something to get things done?
See what happens when the routine takes care of itself.
You stay in control
Automated, not unattended.
Handing conversations to AI only works if you can trust what it says and does.
So you decide what it knows, what it can do and when a person takes over.
So you decide what it knows, what it can do and when a person takes over.
You set the boundaries
It works from information you’ve approved, follows your processes and sounds like your brand. You can stop it from saying things you’d rather it didn’t.
It knows when to step back
If a request is sensitive, complex or it isn’t sure, it hands over to the right person, with the conversation so far.
Nothing happens out of sight
Every conversation is logged, so you can review what was said, check what was done and keep improving.
Integration
Fits into your business. Not the other way round.
Virtual Agent works alongside compatible communication platforms, CRMs and business systems.
That means it can do more than provide information. With the right integrations, it can retrieve records, update details, progress requests and complete routine workflows.
That’s customer service automation that finishes the job. Your customers get a smoother experience, and your people spend less time moving information between systems.
Call us nowThat’s customer service automation that finishes the job. Your customers get a smoother experience, and your people spend less time moving information between systems.
Illustrative journey. What connects depends on the systems you use,
and we’ll confirm what works with your setup before you start.
and we’ll confirm what works with your setup before you start.
Why Focus AI
The best automation starts with the right problem.
Not everything needs automating. And not every customer wants to speak to AI.
At Focus AI, we start by understanding where your customers are experiencing friction and where your people are spending time on repetitive work.
Then we help you identify the right opportunities, build the right journeys and make sure the technology works alongside your team.
Start with one process. Prove the value. Build from there.
We’ll agree what success looks like at the start, whether that’s shorter queues, more resolved first time or hours handed back to your team, and measure it from day one.
And with Focus Group behind us, you’ve got the expertise and support to keep improving as your business grows.
Then we help you identify the right opportunities, build the right journeys and make sure the technology works alongside your team.
Start with one process. Prove the value. Build from there.
We’ll agree what success looks like at the start, whether that’s shorter queues, more resolved first time or hours handed back to your team, and measure it from day one.
And with Focus Group behind us, you’ve got the expertise and support to keep improving as your business grows.
AI virtual agents:
your questions answered
01
What is an AI virtual agent?
02
What’s the difference between a virtual agent and a chatbot?
03
Can Virtual Agent complete tasks, not just answer questions?
04
Can Virtual Agent work across phone, chat, email and messaging?
05
Can it understand other languages?
06
How do we stay in control of what it says?
07
What happens when Virtual Agent can’t resolve an enquiry?
08
Can it integrate with our existing systems?
09
Can Virtual Agent support our employees?
10
How do we know which processes to automate first?
Your team can’t do everything.
But they shouldn’t have to.
Let Virtual Agent take care of the predictable, so your people can focus on the conversations, decisions and customers that need them most.
Let’s find out where intelligent automation could make the biggest difference to your business.
