Virtual Agent

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? Companies using AI-powered virtual agents report up to a 30% reduction in customer service operational costs.

1. What is a Virtual Agent?

A virtual agent is an AI-powered software that interacts with customers or employees through voice or chat. It can answer questions, complete tasks, and guide users using natural language processing. In contact centers, virtual agents automate conversations and free human agents for complex queries. Platforms like Convin use virtual agents to enhance customer experience and reduce operational costs.

2. What is an example of a Virtual Agent?

An example of a virtual agent is a conversational AI that handles inbound calls, books appointments, or verifies customer details automatically. For instance, Convin’s AI Virtual Agent assists contact centers by responding to customer queries, qualifying leads, and escalating calls to human agents when needed, ensuring faster and more accurate service.

3. What are the four types of agents?

The four common types of agents in artificial intelligence are:

1. Simple Reflex Agents – Act only on current perceptions.
2. Model-Based Agents – Use internal models to make decisions.
3. Goal-Based Agents – Choose actions to reach specific goals.
4. Learning Agents – Continuously improve based on experience.

A virtual agent typically combines goal-based and learning behaviors to provide smarter, context-aware assistance.

Read how virtual agents work and transform support, explore Convin’s detailed guide now