Virtual Agent

An alternative name for a chatbot or AI customer service solution.

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An automated technology that offers customers the option to self-serve to complete their task without having to speak to an agent. They are intelligent within limits, and can handle not just basic, repetitive tasks but provide more sophisticated services such as identification, pre-qualifying and taking secure payments. They can offer agents a helping hand at busy periods, helping to reduce customer waiting times and agent handling time.

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