Virtual Agent --> Deep Study

𝑽𝒊𝒓𝒕𝒖𝒂𝒍 𝑨𝒈𝒆𝒏𝒕𝒔 are those computer programs that are a mix of programmed rules and conversational intelligence in providing basic help. They contain chatbots, voice bots, and even interactive voice responses. It is termed as a 𝒅𝒊𝒈𝒊𝒕𝒂𝒍 𝒂𝒔𝒔𝒊𝒔𝒕𝒂𝒏𝒕. Virtual agents can communicate through any medium. A 𝒗𝒊𝒓𝒕𝒖𝒂𝒍 𝒂𝒔𝒔𝒊𝒔𝒕𝒂𝒏𝒕 is a remote customer service that uses technology to provide service without the need to directly interact with the company's agent.

• 𝑺𝒐𝒎𝒆 𝒃𝒆𝒏𝒆𝒇𝒊𝒕𝒔 𝒐𝒇 𝑽𝒊𝒓𝒕𝒖𝒂𝒍 𝒂𝒈𝒆𝒏𝒕𝒔 𝒂𝒓𝒆:
It is always consistent which improves efficiency
Responds quickly and provides self-service
Improves customer support and satisfaction
• 𝑾𝒐𝒓𝒌𝒊𝒏𝒈 𝒐𝒇 𝑽𝒊𝒓𝒕𝒖𝒂𝒍 𝑨𝒈𝒆𝒏𝒕𝒔
The virtual agent uses Natural Language Processing to identify keywords that humans use in their inquiry. The virtual agent then reacts to the inquiry through its scripted responses. These responses are trained into the system as the responses to keywords mentioned. The virtual agent is scripted to respond in specific ways to be specific to humans. Initially, the workflow is identified for which bot has to be worked on. Then, mapping of the responses for the particular inquiry that the human raise has to be trained. While training the bot scripting is created, when the bot identifies the keyword in the human's inquiry it responds with the scripted and trained response to best match the keyword.
• 𝑻𝒖𝒕𝒐𝒓𝒊𝒂𝒍 𝒐𝒏 𝒊𝒎𝒑𝒍𝒆𝒎𝒆𝒏𝒕𝒊𝒏𝒈 𝑽𝒊𝒓𝒕𝒖𝒂𝒍 𝑨𝒈𝒆𝒏𝒕
https://youtu.be/0kxSM7fFB_Q

𝑻𝒚𝒑𝒆𝒔 𝒐𝒇 𝑽𝒊𝒓𝒕𝒖𝒂𝒍 𝒂𝒈𝒆𝒏𝒕

The Virtual agents are classified into different types based on the media of communication:

𝟏) 𝑽𝒐𝒊𝒄𝒆 𝑩𝒐𝒕𝒔

Voice bots are software developed by artificial intelligence that allows a caller to navigate an interactive voice response system with their voice, generally using natural language

𝟐) 𝑪𝒉𝒂𝒕𝒃𝒐𝒕𝒔

A chatbot is a software application used to conduct an online chat conversation via text or text-to-speech. It is consistent and allows 24/7 customer support.

𝟑) 𝑰𝒏𝒕𝒆𝒓𝒂𝒄𝒕𝒊𝒗𝒆 𝑩𝒐𝒕𝒔

Interactive Bots are a form of Chatbot where the conversational flow is driven by Symphony Elements. Instead of listening for plain text as the only source of data, Interactive Bots can collect data or commands through structured forms.