What is a virtual agent?

A virtual agent is a contact center capability that uses a virtual character, created through computer generation, animation and artificial intelligence (AI), to serve customers via chatbot functionality. The intelligent virtual agent can answer customer questions and provide information on a company’s products and services.

The term “virtual agent” also is used to refer to a human contact center and call center customer service agent who works from a remote location outside of the organization’s physical building. Typically, virtual agents are dispersed geographically.

Contact center virtualization provides streamlined capabilities to enable the use of virtual agents — both AI tools and remote customer service representatives.

How Genesys can help

The Genesys Customer Experience Platform virtual contact center is a customizable cloud platform that lets you seamlessly transition to contact center virtualization. A cloud-based virtual contact center from Genesys empowers your business to deliver consistent and personalized experiences at every touch point on any channel.

Genesys virtual contact center solutions deliver consistent customer experiences through:

  • Precise and optimized forecasting and cost-effective scheduling
  • Voice and digital multichannel solutions
  • Customer service routing
  • A secure, scalable and flexible platform

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