Virtual agent

A virtual agent is a software-based entity that uses artificial intelligence to interact with users, providing assistance and information in a conversational manner.

What is a virtual agent?

A virtual agent is an AI-driven software application designed to interact with users through conversation. It can perform a variety of tasks, from answering customer queries to assisting with online transactions, mimicking human interaction.

Benefits of virtual agents

Virtual agents offer constant availability, handling inquiries 24/7 without the need for human intervention. This improves customer service by providing immediate responses, reducing wait times, and freeing up human agents to tackle more complex issues.

Key features of virtual agents

Conversational AI: Engages users naturally, understanding and responding to queries in a human-like manner.
Task Automation: Handles repetitive tasks such as booking appointments or providing account information.
Personalization: Adapts to individual users by learning from past interactions and preferences.

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AI agent

An AI agent is an autonomous entity that perceives its environment, makes decisions, and takes actions to achieve specific goals, often improving over time through learning.

AI chatbot

An AI chatbot is a software application that uses artificial intelligence to conduct human-like conversations through text or voice interactions.

AI in customer service

AI in customer service involves the use of artificial intelligence technologies to improve and automate customer interactions, making service more efficient and personalized.

AI ticketing

AI ticketing involves using artificial intelligence to automate and streamline the process of managing customer support tickets, improving efficiency and response times.

AI workflow

AI workflow refers to a structured sequence of processes and tasks powered by artificial intelligence, designed to automate and optimize various business operations.

Accuracy rate

Accuracy rate measures how often a system, such as a digital coworker, provides correct responses or completes tasks without errors.

Agent utilization rate

Agent utilization rate measures the percentage of time customer service agents spend actively engaged in handling customer inquiries relative to their total available work time.

Agentic AI

Agentic AI refers to AI systems capable of autonomous decision-making and taking actions to achieve specific goals without human intervention.

Automated customer service solutions

Automated customer service solutions use technology to handle routine customer inquiries, offering quick and efficient assistance without human intervention.

Average Handle Time (AHT)

Average Handle Time (AHT) is the average duration taken by a support agent to resolve a customer inquiry, including talk time, hold time, and follow-up tasks.

Average Resolution Time (ART)

Average Resolution Time measures the typical duration it takes for customer support to resolve a customer inquiry or issue, indicating the efficiency of the support process.

CSAT

CSAT, or Customer Satisfaction Score, measures customers' satisfaction with a product, service, or interaction.

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