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Glossary

What is Intelligent Virtual Agent?

In Customer Relationship Management (CRM), an intelligent virtual agent is an animated chat bot program, which is typically displayed on home pages of websites and act as the customer service representative for a company. Virtual agent, virtual rep and v-rep are some synonyms for intelligent virtual agent. This client interaction program has predefined in-built script and responses. It is designed to cater the needs of customers and provides services like: product information, marketing and sales, technical support order placing and reservations among others. At times, the term ‘virtual agent’ is used to describe an individual working over the web, at some remote location instead of employer’s organization.

Nowadays, call centers India that provide CRM services are using virtual agent readily because a virtual agent has a human appearance and it responds properly to customers’ questions and queries and this characteristic makes the automated interaction feel like a personal interaction. Customers have accepted the use of virtual reps and their response is chiefly positive.

Implementing Intelligent Virtual Agent not only helps a company reduce its support costs, but it also helps encourage self-service and boosts customer loyalty. Companies are also using v-rep as a branding method. Virtual Agent provides an efficient and effective way of interacting with customers. The program is governed by the laws of Artificial Intelligence (AI) and is backed by a strong knowledge base, which covers various possible questions, responses and gestures. This not only allows the bot to react and respond queries, but also makes the entire process less mechanical.

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