Training for Real-time Agent Assist: Essential for Agents and Supervisors
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An agent is a human who handles customer interactions, while a bot is an automated software program designed to simulate conversation and handle basic tasks.
What is the difference between a virtual agent and a live agent?
A virtual agent is an AI-powered bot that interacts with customers using pre-programmed responses, whereas a live agent is a human being who responds to customer inquiries in real time.
What does real‑time application mean?
A real‑time application is software that functions within a time frame that the user senses as immediate or current, such as video streaming or online gaming.
What is real‑time agent assist?
Real‑time agent assist refers to systems that provide live, automated support and guidance to customer service agents during their interactions with customers, enhancing decision‑making and efficiency.