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Aura Agent Explained
Aura Agent Explained

Learn about how Aura AI works to streamline tasks for your support agents and respond faster to customer queries.

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Written by tanazmasaba06
Last updated Oct 13, 2024
Aura Agent is a powerful AI-driven virtual assistant within Web2Chat, designed to autonomously handle customer interactions across multiple channels. With capabilities ranging from providing instant responses to automating routine tasks and managing escalations, Aura Agent enhances customer service quality while reducing the workload on human agents.

What Can Aura Agent Do?

Aura Agent is capable of:
  1. Handling Entire Customer Interactions: Aura Agent autonomously manages customer queries, from the initial message to the resolution, without the need for human intervention. It engages customers directly and offers relevant solutions based on the context of the inquiry.
  2. Offering Self-Service Solutions: The AI guides customers to self-service resources like FAQs, troubleshooting articles, or knowledge base entries, empowering them to find answers on their own. This reduces the need for live agent involvement.
  3. Intelligently Escalating to Human Agents When Necessary: If Aura Agent encounters a query it cannot resolve, it smoothly escalates the issue to a human agent, providing them with the necessary context to continue the conversation without delay.
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How Does Aura Agent Work?

Aura Agent leverages AI technologies, including natural language processing (NLP) and machine learning, to automate customer interactions across different communication channels:
  1. User Training with Varied Content Sources: Users can train Aura Agent using a wide range of content sources such as webpages, knowledge base articles, user manuals, and document uploads. This allows Aura to handle a broad scope of inquiries.
  2. Autonomous Intent Detection and Resolution: Aura Agent understands customer messages through advanced intent detection, independently providing solutions to common problems. It can manage full interactions without human input.
  3. Continuous Learning and Adaptation: By analyzing customer interactions and receiving feedback from agents, Aura Agent continuously improves its understanding and response accuracy, becoming more effective over time.
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If you have more questions about Aura AI and how it works, feel free to explore more of our related documentation articles.