Virtual Agents
What are Virtual Agents (or Intelligent Virtual Assistants)?
Virtual Agents (or Intelligent Virtual Assistants) are AI-assisted bots typically used in contact centers or call centers to drive customer interaction without the help of a human agent by leveraging natural language processing (NLP) and natural language understanding, intent-driven processes, and other forms of automation, machine learning, and Artificial Intelligence.
Virtual agents are also referred to as chat agents because of their ability to mimic live agents when it comes to responding to common customer inquiries about products and services.
TTEC’s virtual agents and other advanced AI capabilities have been developed, trained and tested by customer service agents in our own contact centers which have been operational for almost 40 years. Our proven customer experience solutions help keep customers and operations teams happy.
Additional Virtual Agents Resources
- Top 3 trends for elevating CX with automation in 2025: The pace of automation in the contact center keeps accelerating, as AI becomes an increasingly integral part of a great customer experience. Technological advances in robotic process automation (RPA), machine learning (ML), and generative AI are changing the faces of customer care and associate experience. In this report, learn which trends are shaping the future of automation.
- 6 Quick Tips to Prevent Customers from Saying ‘Agent’ on Repeat: Progressive contact center leaders know how to make IVR less annoying. Don’t be one of those call centers that shifts the IVR loophole from pressing zero to saying ‘agent.’
- Proactive Agents Use Virtual Agents to Achieve 95% CSAT: TTEC helped a tech firm effectively reduce its backlog and maintain quality customer service virtual agent-assistance.
- 3 Ways to Drive Effortless Experiences: Blending the best aspects of virtual agents and human agents is the easiest way to deliver effortless customer experiences today’s consumers crave.
