Kaspersky’s virtual agent Lena is all set to handle online sales along with customer assistance

In this day and age, most of the companies are busy hiring virtual agents so that their employees can focus on vital responsibilities. And VirtuOz is a well-known supplier for intelligent virtual agents to the enterprises. Recently, VirtuOz has disclosed that one of its IVA named Lena is going to get promoted very soon. Lena is a virtual assistant available on Kaspersky Antivirus website.

It’s been more than a year and Lena has managed to decrease the customer issues associated with Kaspersky antivirus. According to Kaspersky, the virtual agent has served its clients to an extent that the customer resolution calls rate is 85%. Not only this, the percentage of e-mail queries has dropped to 22%.

Seeing the performance shown by Lena, the security firm wants to extend its responsibilities to an online retail process. Michael Neumeyer, director of online operations of Kaspersky Lab Europe said, “Lena’s ability to provide personalized assistance in the product selection and purchasing process has resulted in an 80% sales support success rate.” He also said that Lena is efficient to recognize the customer needs very quickly.

Moreover, she is so technically enhanced that customers can instantly get their technical solutions. This way, Kaspersky will get extra sales as well as the customer satisfaction rate will get improved. For that reason, the company is looking forward to push Lena to its sales operation. Like Lena, there are several other virtual agents employed by large enterprises to provide continuous support to their customers. Slowly but surely, an intelligent virtual agent will become an important asset of a company in near future with the aim of increasing business growth.