At Puzzel, we’re thrilled to introduce our Virtual Agent Suite—a next-generation
solution designed to elevate customer service with AI-powered automation. This
suite of intelligent agents works across chat, email, and voice channels, helping you
deliver faster, more personalised support while empowering your team to focus on
high-value interactions.
With omnichannel capabilities, advanced anti-hallucination safeguards, and
insightful analytics that align with your business data, the Virtual Agent Suite bridges
the gap between automation and human expertise—enabling seamless customer
journeys.
Meeting today’s CX expectations
Customers today want more than quick resolutions—they expect consistent, tailored
experiences across every channel. For contact centre leaders, this means juggling
rising customer expectations, soaring interaction volumes, and time-consuming
manual processes.
AI is quickly becoming a critical tool for CX leaders to tackle these challenges. By
automating routine tasks, streamlining workflows, and enabling faster resolutions, AI-
powered solutions free human agents to concentrate on complex, value-driven
interactions. In fact, 77% of CX leaders agree that AI can play a key role in delivering
personalised experiences.
What is the Puzzel Virtual Agent Suite?
Puzzel’s Virtual Agent Suite is designed to optimise customer service workflows,
reduce resolution times, and improve self-service across multiple channels. Powered
by AI, these agents understand the nuances of human speech and perform a wide
range of tasks—from password resets to complex data lookups—while ensuring GDPR
compliance, reducing hallucinations and keeping data secure.
Backed by generative AI, these virtual agents understand intent, learn from past
interactions, and continuously improve over time—offering consistent and reliable
support from day one.
Puzzel Virtual Agent Suite consists of three core components:
- AI Chat Agent: Previously known as Puzzel AI Chatbot, this agent drives self-
service in chat by handling detailed inquiries and performing complex tasks,
enabling agents to focus on high-value interactions. - AI Voice Agent: The Voice Agent automates phone interactions, such as checking
order status and scheduling appointments, freeing up human agents to handle
sensitive or complex calls. It also ensures seamless follow-ups, like sending SMS
updates, keeping customers informed and engaged. - AI Email Agent: The Email Agent automates responses to high volumes of email
inquiries, ensuring swift, accurate replies while maintaining high-quality service.
Key Benefits of AI Agents for Contact Centres
The launch of Puzzel’s AI suite—including virtual agents for chat, email, and voice
solutions—brings many advantages for contact centres:
- Reduced operational costs: Automating repetitive tasks with virtual agents
decreases the need for large support teams, driving down costs. - Enhanced customer satisfaction: With shorter wait times, personalised
responses, and around-the-clock availability, customers receive the assistance
they need, when they need it. - Improved agent efficiency: By offloading simple queries to virtual agents, human
agents can focus on tasks that require human expertise, increasing productivity
and job satisfaction. - Consistent and accurate responses: The AI agents are designed to provide
consistent responses, reducing the variability that can occur with human agents. - Quick setup: Puzzel’s virtual agent suite integrates easily with your existing
systems, requiring no complex coding or IT support, so you can get started
quickly.
Safety, accuracy, and compliance at the core
Puzzel’s AI agents are built with robust safeguards to protect customer data and
ensure GDPR compliance. By using verified, fact-checked knowledge, our AI
eliminates the risk of hallucinations, delivering accurate responses every time. When
confidence is low or complex issues arise, the system seamlessly hands over to a
human agent, ensuring customers get the right support at the right time.
Ready to elevate your contact centre?
The Puzzel Virtual Agent Suite is here to help you elevate your customer experience,
increase efficiency, and drive better customer outcomes. Whether you’re looking to
optimise your chat, email, or phone channels, our AI agents empower your team to
do more while elevating customer satisfaction.
To learn more about how these innovative solutions can benefit your business, visit our website or book a demo.
