Published On: July 5, 2024

URC Unveils AI-Powered Virtual Assistant for 24/7 Consumer Support

Published On: July 5, 2024
Last Updated on: July 9, 2024
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URC Unveils AI-Powered Virtual Assistant for 24/7 Consumer Support

URC has launched an AI-powered Virtual Assistant designed to provide round-the-clock support for its automation product users.

URC Unveils AI-Powered Virtual Assistant for 24/7 Consumer Support

URC, a prominent player in the automation and control systems industry, has introduced its latest innovation — an AI-driven Virtual Assistant designed to enhance customer support. This new tool, which can be accessed on URC’s public website, complements the existing Virtual Assistant available on the Dealer Portal.

The launch of this consumer-focused virtual assistant represents a significant step in URC’s ongoing efforts to leverage artificial intelligence to improve user experiences and streamline support services.

The URC Virtual Assistant is built on a proprietary AI platform, enabling 24/7 communication and support for users of URC’s Total Control and Complete Control product lines. This tool is part of a broader strategy to make URC’s automation solutions more accessible and user-friendly for both residential and commercial customers.

By allowing consumers to find certified URC dealers and receive immediate answers to their queries, the virtual assistant aims to simplify and enhance the overall customer experience.

URC's integration of AI into its services is not a sudden shift but a planned progression that began with an announcement at the CEDIA Expo 2022. According to URC Founder and CEO Chang K. Park, the company has been strategically exploring how AI and machine learning can help deliver more advanced and affordable smart living experiences.

URC Virtual Assistant Consumer Support

“As artificial intelligence (AI) continues to evolve and grow in applications, we are carefully considering how this trend and computer learning can help URC deliver elevated, affordable smart living experiences,” said URC Founder and CEO Chang K. Park. 

“As we plan for the future, our focus continues to be squarely on aiding our dealers in growing and evolving their businesses in the changing marketplace.”

Before launching the Virtual Assistant, URC conducted extensive research to understand consumer behavior and preferences better. The company’s findings highlighted several key trends:

  • 1.4 billion people actively use messaging apps. Chatbots have seen a 92% increase in usage since 2019.
  • 87.2% of consumers rate their interactions with bots as either neutral or positive. Furthermore, 62% of respondents prefer engaging with customer service digital assistants over waiting for human agents.
  • In 2022, 88% of users engaged in at least one conversation with a chatbot. Only 9% of consumers are opposed to companies using bots.
  • 40% of millennials interact with digital assistants daily.
  • 73% of buyers expect websites to feature digital assistants for convenient interactions.
  • Bots account for 39% of all business-consumer chats.

You can find more statistics here.

These insights showed the growing acceptance and expectation of AI-driven support tools among consumers, providing a strong foundation for the development of URC’s Virtual Assistant.

The initial phase of URC’s AI-driven support began in February 2024 with the launch of a Virtual Assistant tailored for dealers. This tool was designed to provide quick access to a wide range of technical information, leveraging URC’s comprehensive technical library, user guides, partner manuals, videos, and product documents. The AI technology continuously learns and updates, ensuring that it delivers the most current and accurate information.

The positive reception of this dealer-focused assistant led to the creation of a similar tool for consumers. Now, users can access information and support for their automation solutions at any time, enhancing their understanding and use of URC products. This approach not only improves the user experience but also fosters greater awareness and preference for URC’s offerings.

“Integrating advanced technology, like AI, is a strategic imperative which URC has been developing over the past few years including launching a Virtual Smart Home experience in 2022 that leverages ultra-realistic virtual reality,” states Ron Pence, URC’s marketing lead.

“Creating engagement tools to drive consumer preference helps drive business to our dealer community while accelerating advanced intelligence innovation across URC’s business model.”

As the Virtual Assistant continues to evolve, URC plans to further refine its capabilities, ensuring that it meets the growing and changing needs of both residential and commercial customers.

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