RSM boosts customer support efficiency with virtual agent automation

RSM, through its Technology Experience Center in Denver, implemented Microsoft Power Virtual Agents to automate and enhance customer support processes. By adopting a low-code/no-code platform, RSM enabled business users to create and customize interactive chatbots that leverage cognitive services and natural language understanding, allowing for smooth customer interactions and query handling. The virtual agent is capable of understanding a variety of user inquiries, providing immediate information, and escalating more complex requests to human experts by scheduling automated meetings. Integration with internal calendars allows seamless appointment scheduling for expert consultations. Analytics dashboards provide key metrics on user engagement and customer satisfaction, giving actionable insights to improve support operations. Since deployment, RSM observed an increase in satisfaction scores, showing measurable impact. The project reduces IT reliance for continuous bot improvements, as business users can make modifications and extend capabilities independently. The architecture leverages Microsoft Power Virtual Agents coupled with Cognitive Services for natural language understanding and includes analytics for ongoing feedback. The solution demonstrates how professional services can transform digital engagement and streamline support operations.