Kaspersky Lab Celebrates the 1 Year Anniversary of Lena an Intelligent Virtual Agent Powered by VirtuOz
Lena provides a superior online customer service experience demanded by Web savvy consumers
EMERYVILLE, CA – July 12, 2011 – VirtuOz, Inc., the leading provider of intelligent virtual agents (IVAs) for online customer service, today announced that Kaspersky Lab, a leading developer of secure content and threat management solutions, celebrates the first anniversary of Lena (www.kaspersky.de/lena), an intelligent virtual agent powered by VirtuOz, to provide world-class online customer and technical support.
Live on Kaspersky Lab’s German website since July 2010, Lena serves as a personalized assistant to home users of Kaspersky Lab’s software. She is available 24 hours a day, 7 days a week, providing improved accessibility to online support and effectively and quickly answering a wide range of users’ questions. An integral part of Kaspersky Lab’s support strategy, Lena has proven to be particularly useful during peak support periods, allowing Kaspersky Lab’s entire support organization to scale more effectively, addressing consumer issues in a timely and effective way.
After one year, Lena has supported more than 150,000 customer conversations and freed up resources for new enhancements and innovations to Kaspersky Lab’s support and processes. As a complement to existing self-service support channels, Lena has delivered a 22 percent contact deflection rate and has simultaneously improved the customer online experience.
“Providing online assistance that is efficient and that exceeds our users’ expectations is our priority,” emphasizes Jens Voigt, Head of Customer Support and Services, Europe for Kaspersky Lab. “By putting an intelligent virtual agent in place, we are delivering rapid, personalized assistance in an automated way and allowing our human advisors to concentrate on more important missions.”
While Lena’s primary mission is focused on customer and technical support, she also gathers customer needs and product feedback for future enhancements. She is also helpful in qualifying customers for complementary products and services, increasing online subscription rates and improving customer satisfaction.
VirtuOz is the leader in Digital Customer Relationships, enabling large and mid-market enterprises to use Intelligent Virtual Agents to provide world-class online customer and technical support. Intelligent virtual agents offer companies a new channel for contemporary online customer service that delivers the best possible customer experience at one-tenth the cost of traditional channels. VirtuOz solutions combine best-in-class virtual agent solutions with best practices across agent development, deployment, and optimization to deliver predictable and measurable results. Intelligent virtual agents are predicted to become the new standard for customer interaction in the next few years. VirtuOz leads the market for successful use of intelligent virtual agents, having processed over 144 million conversations on behalf of our customers in 2010 and with the largest number of live enterprise intelligent virtual agents for Global 2000 companies including eBay, SFR, H&R Block and L’Oreal. More information about VirtuOz can be found at www.virtuoz.com.
About Kaspersky Lab
Kaspersky Lab is the largest antivirus company in Europe. It delivers some of the world’s most immediate protection against IT security threats, including viruses, spyware, crimeware, hackers, phishing, and spam. The company is ranked among the world’s top four vendors of security solutions for endpoint users. Kaspersky Lab products provide superior detection rates and one of the industry’s fastest outbreak response times for home users, SMBs, large enterprises and the mobile computing environment. Kaspersky® technology is also used worldwide inside the products and services of the industry’s leading IT security solution providers. Learn more at www.kaspersky.com. For the latest on antivirus, anti-spyware, anti-spam and other IT security issues and trends, visit www.viruslist.com.
VirtuOz is a trademark of VirtuOz, Inc. All other company and product names are trademarks or registered trademarks of their respective holders.