What is a Virtual Agent?

Virtual Agents (VA’s) are software services that engage in automated conversations with customers in self-service environments. VA’s empower customers through their journey for answers and task completion by simplifying the process of delivering information across multiple interaction channels.

VA’s accomplish this by parsing natural language questions and matching these questions with a single correct answer.

VA’s are particularly effective when used in specific domain scenarios, such as industry verticals or in specific use-cases.

Modern virtual agent technology can be deployed on an organization’s website, social media presence, mobile platforms, in contact center environments or even via web enabled kiosks – wherever customers go when they are seeking answers and information from an organization, Virtual Agents are there.

A virtual agent often plays the vitally important role of being the first point of contact between a customer and an organization. When a virtual agent is effective in guiding customers toward the information they need, in a way that is fast, efficient and enjoyable, then the following key organizational benefits are realized:

1. Cost Reduction via deflection of phone calls and emails from the contact center
2. Revenue Generation via support of cross-selling and upselling efforts
3. Deep Customer Insight via real-time voice of the customer analytics
4. An Enhanced Customer Experience by making it easy and enjoyable for customers to get answers to their questions when and where they choose