August
28, 2018, MILPITAS, CA – noHold, Inc. has partnered with leaders in the
training space to create a Virtual Assistant now used by more than 7,500 educational
institutions.
The
Virtual Assistant specializes in supporting teachers to create and administer
classes, as well as answer student questions like “How do I sign up for the
class?”, “Where can I find the syllabus?”, and “What are the pre-requisites for
this class?”
The
Virtual Assistant is able to answer these types of questions because:
· It
is built to understand plain English through a powerful Natural Language
Processing (NLP) engine.
· It
is able to conduct a dialog with end users to confirm uncertain intents through
an Inference Engine that serves as a Dialog Manager.
· It
is able to tap into its own repository of information that has grown
organically based on the audience’s interests.
It
took about six calendar weeks to build the Virtual Assistant, four for implementation
and two for testing. The team included a Subject Matter Expert, a Knowledge Base
Specialist and a part-time Manager for a total of 200 hours.
Three
weeks after deployment, the Virtual Assistant is consistently helping thousands
of students and teachers a month, and has an answer rate of 87%. Questions that
cannot be handled automatically by the Virtual Assistant are promptly escalated
to call center agents. The content of the exchange is also passed along, so
that agents don’t have to ask the same questions and users don't have to repeat
themselves.
The
next version of the Virtual Assistant will be trained to answer IT type
questions which will help faculty and students with computer, security and
networking issues.
“There are several
advantages related to deploying a Virtual Assistant. It can help the school
reduce support costs, it is available 24/7, it can help new agents at the call
center, and it can diligently capture the voice of the customer. More than 7,500
schools can now enjoy these benefits," said Diego Ventura, CEO and Founder
of noHold, Inc.
