What is a Virtual Agent?
A virtual agent, also known as a digital agent, is a type of AI-powered software that simulates human-like conversation with users through text-based or voice-based interfaces. Virtual agents are often used in customer service and support applications, where they can provide personalized and efficient assistance to users.
Intelligent virtual agents are trained to handle a wide range of contact center tasks, such as answering customer inquiries, processing orders, providing product recommendations and even troubleshooting technical issues. They can be integrated with other technologies, such as chatbots and voicebots, to provide more advanced features and capabilities.
These AI-powered agents use natural language processing (NLP) and machine learning (ML) algorithms to understand and respond to user queries and commands. They can also be programmed to learn from past interactions and improve their responses over time.