Virtual Agent

What does virtual agent mean?

A virtual agent is an advanced conversational bot using AI and NLP to interact with users, understand their intent and provide quick resolutions. Unlike simple chatbots, virtual agents learn from conversations to become smarter over time, offering contextual answers in real time or smoothly transferring calls to human agents when needed. They gather user information, qualify leads, disseminate product information, create support tickets and gather sign-ups for events. Virtual agents enhance customer service by efficiently handling diverse tasks and improving overall user experience. 

Benefits of virtual agents: 

• Agile query resolution 
• 24/7 availability 
• Smooth call transfers 
• User data analysis 
• Lead qualification 

Now that you understand the meaning of virtual agents and their benefits, let’s dive into their application in customer support.  

How to use virtual agents for customer service

To make the most of virtual agents, try these best practices: 

1. Leverage smarter dialog automation to catch user intent and cues, understand language switches and keep the context together across multiple interactions.  
2. Deploy them across multiple channels and different geographies to help agents serve customers across multiple demographics. 
3. Let them learn from millions of data points and every interaction to improve accuracy and resolve queries faster. 
4. Integrate them with an AI-powered knowledge base to help customers with routine queries or get additional information without any assistance.  
5. Integrate them with conversational IVR to let customers switch from phone to chat or chat to call smoothly for faster resolutions.