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by akshara dot icon Updated: May 27, 2022

Solution Kit Solution Kit Β 

π‘½π’Šπ’“π’•π’–π’‚π’ π‘¨π’ˆπ’†π’π’•π’” 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 π’…π’Šπ’ˆπ’Šπ’•π’‚π’ π’‚π’”π’”π’Šπ’”π’•π’‚π’π’•. Virtual agents can communicate through any medium. A π’—π’Šπ’“π’•π’–π’‚π’ π’‚π’”π’”π’Šπ’”π’•π’‚π’π’• is a remote customer service that uses technology to provide service without the need to directly interact with the company's agent.

  • π‘Ίπ’π’Žπ’† π’ƒπ’†π’π’†π’‡π’Šπ’•π’” 𝒐𝒇 π‘½π’Šπ’“π’•π’–π’‚π’ π’‚π’ˆπ’†π’π’•π’” 𝒂𝒓𝒆:
  • It is always consistent which improves efficiency
    Responds quickly and provides self-service
    Improves customer support and satisfaction
  • π‘Ύπ’π’“π’Œπ’Šπ’π’ˆ 𝒐𝒇 π‘½π’Šπ’“π’•π’–π’‚π’ π‘¨π’ˆπ’†π’π’•π’”
  • 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.
  • π‘»π’–π’•π’π’“π’Šπ’‚π’ 𝒐𝒏 π’Šπ’Žπ’‘π’π’†π’Žπ’†π’π’•π’Šπ’π’ˆ π‘½π’Šπ’“π’•π’–π’‚π’ π‘¨π’ˆπ’†π’π’•
  • https://youtu.be/0kxSM7fFB_Q

π‘»π’šπ’‘π’†π’” 𝒐𝒇 π‘½π’Šπ’“π’•π’–π’‚π’ π’‚π’ˆπ’†π’π’•

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

𝟏) π‘½π’π’Šπ’„π’† 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

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