Luware Introduces Virtual User: AI-Powered Automation to Elevate Contact Centre Efficiency

Luware, a leading provider of Microsoft Teams-native customer service solutions, has announced the launch of Virtual User, a powerful AI-driven automation feature designed to transform how contact centers manage customer interactions. Serving as a cornerstone of Luware’s three-pronged AI strategy—automation, augmentation, and analytics—Virtual User is engineered to streamline operations and enhance both agent experience and customer satisfaction.

Rather than replacing human agents, Virtual User is built to support them by automating routine, high-volume tasks that typically fall outside their control. This not only reduces operational strain but also alleviates the job-related stress that contributes to high turnover in the contact centre industry—where agent attrition rates range from 30% to 50% and 87% report high or very high stress levels.

“Our goal is to create a more sustainable and less stressful work environment for contact centre 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.”

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Powered by Microsoft’s Copilot, Virtual User leverages AI to manage and enrich the customer journey before an agent is even involved. Its key capabilities include:

• Intent recognition: Understands customer needs to direct them to the appropriate department.
• Agent reconnection: Re-establishes contact with the same agent for returning customers.
• Security validation: Performs routine security checks with speed and accuracy.
• Sentiment analysis: Matches customers with agents based on emotional tone.
• Language detection: Instantly identifies the language spoken by the customer.

Developed through deep collaboration with clients and real-world use case testing, Virtual User delivers measurable value from day one. For example, a major insurance company using traditional IVR systems had a First Contact Resolution (FCR) rate of 74%. After implementing Luware’s AI-powered Virtual User, FCR improved to an impressive 96%—a 22-point increase that directly enhances customer satisfaction and operational efficiency.

Beyond intelligent call routing, Virtual User can also function as a Self-Service Bot, offering flexible applications tailored to customer-specific use cases. Its true power lies in its customizability—thanks to Microsoft Copilot, organizations can train the AI themselves, ensuring it aligns precisely with their unique needs and workflows.

This flexibility is particularly valuable in high-sensitivity areas like customer verification. Recognizing privacy concerns around biometric data, Virtual User offers an alternative: automated security Q&A during hold time. For instance, a leading bank that typically spends 90 seconds verifying each caller could save over 2,500 agent hours per month—equivalent to 100+ workdays—by automating this task. What’s more, the verification process takes place while customers wait, turning idle time into a productive experience, often without the customer even noticing.

Virtual User is built with data privacy and compliance in mind, adhering to Microsoft’s security framework and regulatory best practices. This ensures that while efficiency is maximized, data protection remains uncompromised.

With the launch of Virtual User, Luware continues to push the boundaries of AI-powered customer service, offering a solution that is as secure and adaptable as it is intelligent.