A virtual agent is an artificial intelligence (AI)-powered tool that engages with customers through voice or text to resolve issues, answer questions and perform tasks without human intervention. Built on conversational AI and natural language understanding, they can handle high-volume inquiries across channels like chat, voice and messaging.
Virtual agents provide 24/7 support, reduce call center load and enhance customer satisfaction by delivering fast, accurate responses. Virtual agents can also escalate complex issues to human agents when needed, ensuring a smooth and efficient experience.
“This transformative leap from traditional chatbots to virtual agents is powerful and flexible, yet it’s easy to achieve value quickly. Their ability to seamlessly integrate with existing bot flows, handle complex interactions and provide deep visibility into customer journeys makes them a powerful tool for enhancing customer experiences.”
Virtual agents are artificial intelligence (AI)-powered software programs that interact with customers through voice or text, simulating human conversations. They are designed to understand questions, provide answers and complete tasks, often without needing help from a live agent.
In enterprise businesses, virtual agents are used across websites, mobile apps, messaging platforms and phone systems to handle common customer needs like resetting passwords, checking order status or booking appointments. They use technologies such as natural language processing (NLP) and machine learning to understand intent and respond accurately.
Virtual agents work 24/7, scale easily during high-demand periods, and provide consistent service across channels. They reduce wait times, free up human agents for more complex issues and help lower operational costs.
When integrated with backend systems like CRMs or knowledge bases, virtual agents can offer personalized experiences based on customer history or preferences. They also collect valuable data to improve service and support decision-making.
For enterprises, virtual agents are a key part of modern customer experience strategies, helping to improve satisfaction, drive efficiency and deliver fast, intelligent service at scale.
