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Glossary

Virtual Agents

TTEC | Glossary | Virtual Agents

What are Virtual Agents (or Intelligent Virtual Assistants)?

Virtual Agents (or Intelligent Virtual Assistants) are AI-assisted bots typically used in contact centers or call centers to drive customer interaction without the help of a human agent by leveraging natural language processing (NLP) and natural language understanding, intent-driven processes, and other forms of automation, machine learning, and Artificial Intelligence.

Virtual agents are also referred to as chat agents because of their ability to mimic live agents when it comes to responding to common customer inquiries about products and services.

TTEC’s virtual agents and other advanced AI capabilities have been developed, trained and tested by customer service agents in our own contact centers which have been operational for almost 40 years. Our proven customer experience solutions help keep customers and operations teams happy.

Additional Virtual Agents Resources