Luware releases Virtual User, an AI-powered capability that empowers contact center agents

Luware, a leading provider of customer service solutions built natively on Microsoft Teams, is introducing Virtual User, a new feature designed to revolutionize how contact centers handle customer interactions.

According to the company, as part of Luware’s broader AI strategy, Virtual User embodies the automation pillar of the company’s three-fold approach: automation, augmentation, and analytics.

Virtual User isn’t about replacing human agents; it’s about empowering them. By automating high-volume, repetitive tasks that fall outside the agent’s control, Luware’s latest solution helps reduce workload and job-related stress.

“Our goal is to create a more sustainable and less stressful work environment for contact center agents,” said David Fischer, CSO at Luware. “Virtual User does exactly that, by either fully automating routine and repetitive tasks where possible, or, if human intervention is needed, intelligently routing the customer to the right agent—even the one they last spoke with—thereby minimizing transfers. This ensures agents receive interactions that are streamlined and truly worthy of their expertise,”

Virtual User handles inbound customer calls using AI to manage and streamline the interaction before an agent even joins.

It leverages Microsoft’s Copilot to provide intelligent, customizable automation, including:

• Intent understanding: Interprets customer queries to route them to the right department.
• Agent reconnection: Reconnects returning customers with the same agent for continuity.
• Security verification: Manages standard security checks efficiently.
• Sentiment analysis: Matches customer emotional tone with the best-suited agent.
• Language detection: Instantly identifies the customer’s spoken language.

Luware developed Virtual User through extensive customer interviews and use-case research, ensuring it delivers real value from day one.

By leveraging Microsoft Copilot, Luware empowers customers to train the model themselves, perfectly adapting it to their specific needs. This adaptability is where the true power of Virtual User lies, it can be precisely configured to serve virtually any function our customers envision, delivering value in myriad ways, the company said.  

Virtual User adheres to the highest standards of data protection and privacy. By following Microsoft’s security framework and leveraging Copilot, Luware guarantees compliance with all relevant data privacy regulations, addressing one of the top concerns among enterprise customers.

For more information about this news, visit https://luware.com.