What You Will Learn
What is a Virtual Agent?
A virtual agent uses the ability to create virtual characters through a contact center computer generation, animation, and artificial intelligence (AI), in order to offer customers, the functionality of the chatbot. The intelligent VA can answer customer questions and provide information about the company’s products and services.
How Virtual Agent Work?
Virtual Agent Technologies first appeared in the first decade of the 2000s. At a very basic level, VA Technologies works on pre-programmed script models. Organizations can create VA that were scripted to respond to human requests in specific ways. Organizations typically identified the specific workflow that would be handled by the virtual agents and specified what the VA should do based on each specific request or inquiry made by an individual. The organizations then developed a script so that the agent could respond to each request, in which the agent could identify by default keywords that were programmed into the platform.
Virtual Agent Capabilities:
Since the second half of 2010, VA software has improved in knowledge computing programs, virtual agents have come a long way from Interactive Voice Response (VR) systems. In fact, technological advances have enabled virtual agents to understand customer intent and provide humane answers to customer questions.
How to use a Virtual Agent:
Companies interested in adopting VA software through cloud service providers or software vendors will have to spend time and resources training ‘’ Virtual Agents’’. This initial setup can take months to complete, depending on the company’s level of confidence. Virtual agents are based on machine learning technology, which improves over time as the system enters more data and learns through constant use.
Prediction about Virtual Agent:
In a 2017-2025 Global AI Report, Gartner predicts that by 2030, virtual agents will have a turnover of 1.2 million. A separate Gartner study found that 25% of customer service and support activities will integrate VA technology into channels by 2020, down from 2% in 2017.
Virtual Agent vs Virtual Assistant:
A Virtual Assistant is a self-employed worker who specializes in providing administrative services to customers who come from remote locations, usually from the home office. General tasks that virtual assistants perform include scheduling appointments, phone calls, travel arrangements, and managing email accounts.
A virtual agent (also called an intelligent VA or chatbot) is a software program that effectively combines with artificial intelligence to provide customer service in a way that effectively meets the needs of a human agent.
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