A virtual agent is a contact center capability that uses a virtual character, created through computer generation, animation, and artificial intelligence, as a customer service agent via chat bot functionality. The intelligent virtual agent is able to answer customer questions and provide information on a company’s products and services.
The term virtual agent is also used to refer to a contact center and call center customer service agent that works from a remote location outside of an organization’s physical building. Virtual agents are typically dispersed geographically.
Contact center virtualization provides streamlined capabilities to enable the use of virtual agents (both artificial intelligence tools and remote customer service representatives). The Genesys Customer Experience Platform virtual contact center is a customizable cloud customer experience (CX) platform that makes contact center virtualization a seamless transition. A cloud-based virtual contact center from Genesys can empower your business to deliver consistent and personalized experiences at every touchpoint on any channel.