Virtual Agent

Are you tired of spending countless hours training your customer service representatives only to have them make mistakes and frustrate your customers? Do you wish you could provide round-the-clock support without burning out your employees? Virtual Agents to the rescue!

Virtual Agents are no longer just a sci-fi dream. They are rapidly becoming the norm in the business world, especially among medium to large enterprises. These intelligent software programs can perform various tasks, from answering customer inquiries to scheduling appointments and placing orders.

So, what are Virtual Agents (VA), and how do they work? Here, we will provide an in-depth guide to Virtual Agents and why they're the future of modern business communications. You'll learn about the different types of Virtual Agents, their benefits, and how to implement them in your business. Read on!

What is a virtual agent?

Types of Virtual Agents

How Does a Virtual Agent Work?

Features of virtual agent

Benefits of virtual agent

Factors to consider when investing in a VA

8x8’s Virtual Agent Helps Contact Centers Provide Personalized Service

What is a virtual agent?

A Virtual Agent, also known as a Digital Assistant or Intelligent Virtual Agent, is a software program that uses artificial intelligence and natural language processing to communicate with users through digital channels. These programs are designed to mimic human conversation and can help customers with routine tasks, such as answering frequently asked questions or placing orders.

Virtual Agents are built to understand customer intent and provide end-to-end solutions to customer questions. They can help reduce the workload of customer service representatives by automating everyday tasks, such as password resets or order tracking.

Virtual Agents can communicate through various digital channels, including chatbots, voice assistants, and messaging apps. They can be customized to fit the brand's voice and tone and integrated with other systems to provide a seamless customer experience.

Types of virtual agents

Virtual agents, also known as chatbots or conversational agents, come in various types and serve different purposes. Here are some of the most common types of virtual agents:

1. Rule-based virtual agents These virtual agents follow pre-defined rules and guidelines to handle customer queries. Rule-based VAs are typically used for simple tasks and can answer frequently asked questions. For example, an online retailer can use a rule-based virtual agent to answer queries about shipping, returns, and order status.
2. AI-powered virtual agents These types of virtual agents use machine learning, artificial intelligence (AI), and natural language processing (NLP) to handle customer queries. They respond to queries more naturally and human-likely. AI-powered virtual agents can be used in various industries, such as healthcare, finance, and retail, to provide personalized customer support. For example, a healthcare provider can use an AI-powered virtual agent to answer patient queries related to symptoms, diagnosis, and treatment options.
3. Hybrid virtual agents Hybrid virtual agents combine the capabilities of rule-based and AI-powered virtual agents. They handle routine queries using predefined rules and guidelines and AI to handle complex instructions. Hybrid virtual agents can be used in contact centers to provide real-time customer support. For example, a bank can use a hybrid virtual agent to assist customers with account-related queries.
4. Voice-enabled virtual agents VAs use interactive voice response (IVR) technology to handle customer queries over the phone. These VAs can quickly understand and respond to queries without human intervention. Voice-enabled virtual agents can be used in contact centers to route customer queries to the appropriate agent or department. For example, a telecom company can use a voice-enabled virtual agent to route customer queries related to billing, technical support, and sales.

How does a virtual agent work?

A virtual agent typically uses natural language processing (NLP) to understand customer intent and respond appropriately. When a customer asks a question, the virtual agent analyzes the query, searches its knowledge base, and provides an answer in real time.

If the virtual agent cannot answer the question, it may route the customer to a live agent for further assistance. A virtual agent can hand off the conversation to a live agent seamlessly, ensuring the customer receives the support they need without any delays.

VAs can provide automation and improve efficiency. By handling routine tasks and frequently asked questions, virtual agents can help reduce the workload of human agents, allowing them to focus on more complex issues.

Virtual agents can be trained and configured to follow specific workflows, ensuring customer queries are handled consistently and efficiently. AI-powered virtual agents can continuously learn and improve, leading to better performance.

Features of virtual agents

Virtual agents are equipped with several key features that make them an invaluable asset to any business. Here are some of the main features of a virtual agent:

• AI-powered Virtual agents are powered by artificial intelligence, which enables them to learn and adapt over time, improving their accuracy and effectiveness.
• Interactive Voice Response (IVR) With the IVR system, virtual agents can engage customers in real-time conversations, allowing them to resolve their queries quickly and efficiently.
• AI chatbots These chatbots use natural language processing (NLP) and machine learning to understand and respond to customer queries, providing human agents with a seamless and personalized experience.
• Configuration Virtual agents can be easily configured to meet specific business needs and requirements, allowing businesses to tailor their virtual agents to their unique customer base.
• Vast knowledge base Virtual agents have a knowledge base that allows them to access relevant information quickly. This enables virtual agents to respond to customer queries with accurate and up-to-date information.
• Omnichannel support Virtual agents can seamlessly integrate with multiple digital channels, including social media, email, and messaging apps, providing customers with a consistent experience across all channels.
• Efficient workflow Intelligent virtual agents are designed to follow a predetermined workflow, ensuring that customer queries are handled promptly and efficiently.
• Conversational AI With conversational AI, virtual agents can engage in human-like conversations with customers, making the experience more natural and intuitive.

Benefits of virtual agents

Virtual agents provide numerous benefits for businesses across various industries, from healthcare to call centers. Here are some key advantages of using AI-powered virtual agents:

1. Improved efficiency Virtual Agents can handle simple customer queries and routine tasks without human intervention. This frees up time for the support team to focus on more complex issues and reduces the time spent on mundane tasks.
2. Enhanced customer experience Virtual agents provide 24/7 support, personalized assistance, and instant responses to customer queries, improving the customer journey and increasing customer satisfaction rates.
3. Hand-off capabilities Virtual agents can seamlessly transfer customer inquiries to human agents if the issue requires more advanced support. This enhances the speed and accuracy of issue resolution, leading to a better customer experience.
4. Improving IT support Virtual agents can assist end-users with IT support issues like password resets, system updates, and troubleshooting. This can reduce the burden on IT support teams and free up their time for more complex tasks.
5. Reducing costs Virtual agents can save businesses money by reducing the need for hiring more customer service agents and call center employees, ultimately leading to cost savings.
6. API integration AI virtual assistants can integrate with various APIs to provide customers with personalized support and enhance the customer experience. For example, a virtual Agent can integrate with a CRM system to provide customers with tailored solutions.
7. Provides support to all sectors Whether you’re running a healthcare business or a software house, a virtual agent can help you streamline your operations at peak efficiency and speed. This can ultimately lead to better operational outcomes and higher customer satisfaction rates.

Factors to consider when investing in a VA

Hiring a virtual agent can be a significant decision for any business. Selecting the right one can make a big difference in customer satisfaction and overall success. Several important factors must be considered when hiring an AI virtual assistant.

• Customization Look for an AI virtual assistant that can be customized to meet your specific needs. This includes being able to configure the agent's responses and workflows, as well as integrating it with your existing systems.
• Integration Consider how the virtual agent will integrate with your existing systems and processes. Look for a solution that seamlessly integrates with your CRM, help desk, and other tools to provide a unified customer experience.
• Compatibility Assessing the virtual agent's capabilities and compatibility with your business needs is essential. Consider the tasks the virtual agent will be responsible for and ensure the technology required to perform those tasks effectively.
• Level of technical assistance Evaluate the level of customer support and technical assistance that the vendor provides. A robust support team can help ensure that your AI-powered virtual assistant runs smoothly and effectively and can quickly address any issues.

8x8’s virtual agent helps contact centers provide personalized service

Looking for a reliable and efficient virtual agent solution for your business? We can help. With its cutting-edge technology and advanced features, 8x8’s virtual agent can help your contact center provide personalized service to your customers and enhance their overall experience.