A virtual agent (sometimes called an intelligent virtual agent (IVA), virtual rep or chatbot) is a software program that uses scripted rules and, increasingly, artificial intelligence applications to provide automated service or guidance to humans.
Virtual agent benefits:
- Expand to round-the-cloud automated service for customers, as well as employees, without having to hire full-time workers
- Respond more quickly and more consistently to customer inquiries or employee requests by scaling the virtual agents to meet anticipated needs
- Better ensure compliance with standards as virtual agents follow only programmed set of actions
Other Use Cases
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