How Do Virtual Agents Work?

With today’s technology moving at lightspeed combined with machine learning (ML) and artificial intelligence (AI), online companies to consumer endpoints are seeing a rise in virtual agents without any human contact at all. A virtual IT department provides faster service to callers or online browsers and more value to business.

artificial intelligence According to online data, virtual IT services are touted to add $1.2 trillion in revenue to business value by 2030. Nowadays, instead of a single automated voice answering service that’s computer-generated, there are four different forms of virtual agents. Early answering machines were so dreadful that they were viewed as a roadblock by many.

To learn more about a virtual IT department and how technology has morphed virtual agents into the next millennium, keep reading.

What is a Virtual Learning Agent?

A virtual learning agent uses a combination of machine learning and artificial intelligence to enhance its ability to respond and recognize customer requests. For example, if the customer constantly uses new terms over and over, the virtual learning agent adds its own responses to its library, which helps to minimize the need for customers to repeat themselves.

There are four different types of agents in a virtual IT department:

  • Artificial intelligence (AI)
  • Voice agents
  • Visual agents
  • Chatbots

Virtual learning agents are based on both machine learning and artificial intelligence and have the ability to solve a number of algorithms and complex problems.

What is a Virtual Agent?

virtual agent A virtual agent is also known as an intelligent virtual agent (IVA). Software programs referred to as a chatbot or virtual representatives use scripted rules that enhance artificial intelligence applications that provide guidance or automated service to humans. They are mostly used by companies to improve customer service functions.
A virtual IT company deploys the virtual agent to fulfill standard requests, handle simple to complex problems, and standard requests. Further, they are used for the initial customer communication with click-to-chat or call center features on websites.

Having a virtual IT department allows customers that contact a call center or visit a website to be connected to a virtual agent for customer support, account updates, information gathering, or payment processing.

Virtual Agent Definitions

Within this virtual learning agent system are a number of software applications that have different functions and abilities, each all serving as part of the virtual IT department. Since each virtual IT company uses a variety of virtual agents, we should first get a better understanding of what these virtual agents do.

Here are the definitions of virtual agents:

  • Voice Bots: Voice bots or virtual voice agents are AI-powered agents that provide callers a way to navigate conversations using natural language. Voice agents also avoid the long drawn-out process of users pressing keypad numbers or listening to menus by using IVR. Virtual voice agents are preprogrammed to work on keywords but do not rely so much on high levels of artificial intelligence.
  • Chatbots: Chatbots are software programs that utilize basic rule-based questions and answers or keywords. Chatbots are used to highlight Q&A content, re-route, or inform users. These virtual agents are not designed to replace customer support and are not IVR (Interactive Voice Response) capable. IVR is a technology that allows people to talk with computers; however, modern IVR can be upgraded with AI virtual agents.
  • Intelligent Virtual Agents: Intelligent virtual agents (IVAs) or AI agents are customized programs designed with IVR technology that works on the user intent. They use AI, NLP, and NLU to replicate interactions with humans and create better complex dialogue. IVAs can also be used as visual agents or voice agents to assist customers that need help with questions and answers, place orders, or collect information and payments.
  • Hybrid Solutions: Hybrid solutions are complex programs that use both human interaction and virtual agents to maximize productivity and efficiency. They can be used to collect sensitive information such as payment processing or methods while the live agent stays on the line. Hybrid solutions offer the best of both worlds, keeping your sensitive information secure and process compliant.

The virtual agent definitions above are the premises for a virtual IT department and its primary functions.

How Are Virtual Agents Used?

Virtual agents work the best for an assortment of tasks coupled with relieving your employees of repetitive assignments. You may have already had an experience of a virtual agent when paying a phone bill, planning a flight, or registering for a webinar. They help to reduce human fatigue and tedious tasks while saving time and money.

A well-designed virtual IT department can help with multiple languages, handle sensitive information, provide 24/7 assistance, and so much more. The wide range of options and features depends on the industry but there are many uses for virtual agents.

Here are some uses for virtual agents:

Payment of Billing Tasks

billing and collection payments Virtual IT services enable billing and collection payments and aid with financial-based tasks and come with high levels of security that guarantee safe PCI-DSS regulations as well as debt collections services.

Knowledge-Based Tasks

A virtual agent can help with frequently asked questions, send users to different pages on your website that answers their questions, redirect complicated questions, and answer customer’s questions about your services or products. They also work as an extension of your FAQs.

Lead or Sales-Based Tasks

lead tasks A virtual learning agent can generate sales leads by collecting sensitive information about your potential customers in a way that puts your virtual agent to work for you just like a real person and promotes your sales or marketing teams. They can also be used to collect information about new sales leads and schedule events for product promotions.

Additionally, virtual agents help customer support-based tasks and aid your virtual IT department with problems or concerns that arise during a normal work day. They serve as a live support team that frees up your workforce and allows for the collection of surveys and customer support interactions.

How to Get the Best Virtual IT Department for Your Business?

You can get the best virtual IT department for your business by calling Techtopia today or by filling out our online contact form. We provide a wide range of virtual IT services and virtual agents that can take your business to new levels and give you a competitive edge in today’s ever-changing IT technology.