| Introducing Our Enhanced AI Virtual Assistant |
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Dear Colleague,
We are excited to announce the launch of our enhanced AI Virtual Assistant, designed to revolutionise the way you interact with Pearson. This new feature brings a host of benefits that will significantly improve your customer service experience.
- 24/7 Instant Support: Our AI Virtual Assistant provides you with immediate assistance at any time of the day or night, freeing you up during busy periods and improving accessibility.
- Faster Query Resolution: The AI Virtual Assistant handles routine queries such as key date queries, qualification FAQs or questions relating to a specific process, freeing up our agents to focus on more complex queries.
- Consistent & Accurate Responses: AI ensures that customers receive uniform and reliable answers, reducing confusion and errors.
- Seamless Handover to Agents: When requested, the Virtual Assistant transfers conversations to a human agent with full context, avoiding the need for you to repeat yourself.
- Personalised Support: AI-driven assistants use customer roles to provide tailored responses and proactive recommendations.
- Omnichannel & Cross-Device Integration: Customers can engage via multiple channels (website, mobile) and switch between devices while keeping the conversation history intact.
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What happens next?
To access the new AI Virtual Assistant, you must be logged in to the Pearson support portal using your existing Edexcel Online credentials. Once logged in, you will be able to take advantage of all the benefits this enhanced function offers.
Please note: If you work with Pearson in an any other role such as an associate examiner or standards verifier and need to contact us in that capacity, you should log in to the Pearson support portal using your Edexcel Gateway credentials. This will ensure you are given the correct guidance and where required connected to the most appropriate teams for your role.
As well as being able to access the new Virtual Assistant tool, logging into the support portal also offers the following benefits:
- Ability to view and track the status of existing open support cases.
- Be presented with customer support articles tailored to your role.
- You can attach relevant files to your live chat conversations, making transferring to a human agent more efficient.
- You can ask to be transferred to a person at any time during your live chat (between the hours of 8am and 5pm BST).
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What's new?
When you log into the Customer support portal you will see a floating widget on the right of every screen. |
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If you are unable to locate the support you require in our vast library of support articles, you can click this at any time to access our enhanced AI support tool. You can also access this via the ‘contact us’ options.
Unlike non-AI driven messaging services, the new AI-driven model allows customers to ask their questions* in their own language, using words and phrases of their own choosing. By engaging in a conversational manner and providing context to your queries, you can receive more accurate and relevant responses. The AI Virtual Assistant will then search through all support articles, relevant to your role, and provide you with a response. The response may contain step-by-step guidance or an outline of a process, but it will always cite the article it has taken this knowledge from so you can read these for a greater understanding.
*Answers are sourced from publicly accessible information, therefore it cannot answer any centre or learner specific queries |
When will this come into effect?
We are pleased to inform you that the Pearson Virtual Assistant has been live since 10 April. We have already started seeing positive feedback from our customers, and we will continue to make further enhancements to make this service even better.
We are confident that this new feature will continue to enhance your customer service experience. |
Additional support
We have created additional guidance to support you in accessing the Virtual Assistant via the Customer support Portal.
As always we are here to support you.
Kind regards,
Craig Holland
Vice President
Customer Service |
Pearson Customer Services The Lighthouse, Manchester, M50 3BF Unsubscribe |
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