Luware Virtual User brings AI automation to contact centres with smarter routing and real-time sentiment detection

Luware Introduces Virtual User: AI Automation for Contact Centres

Luware, a customer service solutions provider built on Microsoft Teams, has launched Virtual User, a new AI-powered feature aimed at improving how contact centres manage customer interactions. This feature is part of Luware’s AI strategy focusing on automation, augmentation, and analytics.

Virtual User is not meant to replace human agents but to support them by automating repetitive and high-volume tasks outside the agent's control. This helps reduce workload and stress, addressing a major challenge in contact centres where agent turnover ranges from 30% to 50%, and 87% report 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 either fully automates routine tasks or intelligently routes customers to the right agent, including reconnecting them with the agent they last spoke with, minimizing transfers and ensuring agents handle interactions that require their expertise.”

How Virtual User Works

Virtual User manages inbound calls using AI before an agent joins, leveraging Microsoft’s Copilot to enable intelligent and customizable automation. Key features include:

• Intent understanding: Interprets customer queries to route them accurately.
• Agent reconnection: Connects returning customers to the same agent for consistency.
• Security verification: Performs standard security checks efficiently.
• Sentiment analysis: Matches customer emotions with the best-suited agent.
• Language detection: Instantly detects the customer’s spoken language.

Proven Impact on Contact Centre Performance

Developed after thorough customer research, Virtual User delivers measurable benefits from day one. For example, a major insurance client improved their First Contact Resolution (FCR) rate from 74% with traditional IVR systems to 96% after implementing Virtual User’s AI routing—a 22% increase in efficiency.

Additionally, Virtual User can act as a Self-Service bot or adapt to other specific use cases. By enabling customers to train the AI model themselves via Microsoft Copilot, it offers flexibility for various operational needs.

Efficiency Gains in Security Verification

Security checks often slow down call handling. Virtual User offers a seamless alternative to voice biometric methods by guiding customers through automated security questions. For a banking client handling up to 100,000 monthly calls, automating verification saves approximately 2,500 agent hours per month — over 100 full workdays.

This verification happens while customers wait, turning hold time into productive interaction without the caller feeling delayed. This leads to faster service and improved customer satisfaction.

Data Protection and Compliance

Virtual User follows Microsoft’s security framework, ensuring compliance with all relevant data privacy regulations. This addresses a key concern for enterprise customers regarding data protection in AI-powered solutions.

About Luware

Luware is a SaaS provider specializing in digital communication technology for Microsoft Teams. Headquartered in Zurich with operations across Europe and North America, Luware offers cloud-based contact center and compliance recording solutions.

The company’s flagship products include:

• Luware Nimbus: Contact center software enabling efficient customer request processing through intelligent routing, workflow management, and detailed analytics.
• Luware Recording: A managed cloud recording solution that ensures compliance with legal regulations across communication platforms.

These solutions integrate smoothly with existing IT infrastructures, reducing training times, lowering IT costs, and saving hardware expenses.