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by ad3659

A virtual agent (sometimes called an intelligent virtual agent (IVA), virtual rep or chatbot) is a software program that uses scripted rules and, increasingly, artificial intelligence applications to provide automated service or guidance to humans. Virtual agents are most commonly used by organizations in their customer service functions to answer routine customer queries, fulfill standard requests and/or handle simple problems. For example, virtual agents are often used for initial customer interactions with call centers or click-to-chat features on websites