A virtual agent, commonly known as a chatbot, is an AI-powered online tool designed for intelligent customer interactions. Virtual agents use both artificial intelligence and machine learning to engage customers in informed and natural conversations. To create a more human-like interaction, some virtual agents are given names and employ casual language, reducing the sense of robotic automation.

Businesses employ virtual agents to address various customer needs, including assistance with service enquiries or purchase related questions. Additionally, some virtual agents are more advanced and fully capable of providing product recommendations and facilitating tasks.

Virtual agents excel at handling straightforward enquiries, but they may struggle with more complex requests. To ensure a seamless customer experience, businesses often maintain human agents to provide backup support. This involves a smooth transition where the virtual agent hands off the conversation, along with the complete interaction history, to a live contact centre agent.

A key aspect of this handover is preserving the context and content of the conversation, preventing customers from having to repeat information when interacting with the live agent. A well-executed transition is crucial for a positive customer experience, as it ensures a streamlined interaction process.