Virtual Agents – To bot or not?


AI software can play a powerful role when engaging with customers online.

Every few years we eagerly anticipate the next big thing in the realm of Artificial Intelligence. But like computing, it’s hard to distinguish between classifications for AI, sometimes referred to as machine intelligence, machine learning, deep learning, or cognitive learning.

There are lots of questions about how Virtual Agent, Chatbot, Intelligent Virtual Agent, Virtual Assistant, Personal Virtual Assistant, or Conversational Bot technology could enhance your online customer service
experience and if intelligent assistance will replace the contact centre.