An intelligent virtual agent is a chatbot that works text- and speech-oriented and answers predefined questions on websites. Virtual agents are used to improve customer relationship management (CRM), customer retention and customer service.
Intelligent virtual agents support customer service and can provide information about customer services, product information, installation assistance, reservations and many other customer-specific services. They use artificial intelligence (AI), interact in response to human queries, and simulate human behavior in their executions. Responses are predefined and supported by a knowledge base.
Virtual agent programs are based on Artificial Intelligence (AI) and Cognitive Computing (CC). The virtual agent understands the questions and recognizes the customer's intentions. The answers can therefore be written in a topic-related and personalized manner.