NICE Employment Engagement Manager (EEM): Intelligent Automation for Intraday Management
Intelligent virtual assistants, also known as Intelligent Virtual Agents, are software that utilizes a set of rules and Artificial Intelligence (AI) to interact with customers and carry out service and support interactions. A virtual agent uses scripted rules and AI to provide automated service and guidance to customers. By leveraging natural language processing and conversational AI, virtual agents provide a more human-like approach to automation.Contact centers implement intelligent virtual assistants as a stand-in for, or first interaction with, customer service teams.Intelligent virtual assistants are similar to the commonly used chatbot. The difference lies in the capabilities. Chatbots search for keywords and provide standardized responses, answering a finite set of possible questions. Intelligent virtual assistants, on the other hand, can reply with pertinent questions to solve a customer’s concerns or gather additional information to escalate to a live agent.Intelligent virtual assistants are always available and, with the correct workflow automation, can get routine questions answered seamlessly. Intelligent virtual agents provide value for both the business and the customer.