What is a Virtual Agent?

A virtual agent is an online bot, often called a chatbot, that uses artificial intelligence (AI) and machine learning to have intelligent and informed conversations with customers. Virtual agents might mimic humans, like having a name and using casual language, in order to seem less robotic. They are used for helping online customers with service issues or shopping-related questions, but some virtual agents can also make product recommendations and facilitate the back-end fulfillment of requests, such as canceling and reissuing credit cards.

Virtual agents are good at handling basic issues, but have trouble with more complex requests. Because of this, businesses need to have human agents to provide seamless backup. This means that the virtual agent can smoothly hand off the conversation with all of the history remaining intact to a live contact center agent. It is important to provide the live agent with the content and context of the interaction with the virtual agent so that the customer does not have to repeat everything they already shared. Without this kind of transition, using virtual agents may do more harm than good.