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.
How NiCE is Redefining Customer Experience
NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.