Virtual agents are software services that can be offered on your website to assist your users. Agents help customers in an automated fashion with the questions or issues they might have with your products/services or in how they conduct business with your organization (how do I perform a return, how do I get credit, where’s my order, etc.). Instead of having to call a human customer service or sales representative (CSR), a customer can receive immediate help from a virtual agent.

The VirtuOz Virtual Agents are specifically designed to help your customers with their service or sales needs. These intelligent and engaging SaaS computer programs are designed to interact with users, interpret their input and programmatically guide them towards resolution of their specific issues. The path users takes is based on the answers they give and the specific business logic programmed into the agents by your organization. You can program agents to gather information from users, and based on their input, the agents will clarify what customers wants, can extract information from other enterprise systems, suggest a solution, or possibly pass them on to a live CSR, if necessary.

Agents are designed to interact with customers to identify the best answer or solution for that customer’s unique situation. To support this personalized dialog, the VirtuOz Virtual Agents have a natural language processing (NLP) engine, a sophisticated conversation manager to determine how the agents should interact with your users, a flexible user interface that allows the business logic to be “expressed” to your users in a way that is easy and natural. And all of this is integrated with analytics that are designed to give you insight into what your customers are thinking and need from your site.