A virtual agent is a digital assistant which is displayed (or sometimes pops-up) on websites and mobile applications to guide and help visitors.
They can sometimes talk and they engage customers in a personalized conversation via live chat or vocal recognition to address requests. They have learning capabilities and grow smarter with every new conversation.
If needed, virtual agents can handle the visitor to human representative.
Virtual agents enhance the customer experience, and can also decrease abandonment rates and increase conversions. They can also be a means of reducing human support costs.
Different kinds of virtual agent:
Virtual agent showcases: