Virtual Agents

• A virtual agent or chatbot is used to describe a program based in artificial intelligence (AI) that provides automated customer service. 

• Virtual agent can also refer to a human customer service agent who works remotely from his employer's location.

• Virtual agent software has improved over the past five years with advances in AI and cognitive computing programs.

• Virtual agents are designed to provide customer services, product information, marketing, support, sales, order placing, reservations or other custom services.

• Virtual Agents are powered by a knowledge base, which includes an extensive list of possible different questions, responses and gestures, allowing the bot to react and respond to human input in a relatively human way.

• This is enormously useful for sales and marketing teams, as they typically only focus on leads deemed "high quality." With a virtual agent, all leads can be followed up on, which could result in higher sales. In addition, virtual agents cost significantly less than human employees.

• An intelligent virtual agent serves as a company representative and is built around a specific task, such as answering customer questions on a website's homepage.

• Companies interested in adopting virtual agent software through a cloud service provider or software vendor must invest time and resources into "training" the virtual agent

• Virtual agents are based on machine learning technology, which improves over time as the system ingests more data and "learns" through continued use.

• There are a number of cloud-based virtual agent platforms that are pretrained for customer service tasks. These programs require no coding or machine learning knowledge; instead, users configure the virtual agent to suit their business needs and branding.

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