What is a Virtual Agent for Call Centers?

Virtual agents are quickly becoming a crucial part of the modern contact center, extending the functionality of the traditional chatbot to transform self-service.

In fact, as of 2023, more than 76% of call centers are using chatbot and AI technology to support customers.

Used correctly, these solutions have incredible potential. They can reduce call center operational and hiring costs, improve agent productivity, and increase customer satisfaction. However, before companies can unlock the full benefits of a virtual agent, they need to understand how this technology works, its benefits, and its potential downsides.

Here's your guide to everything you need to know about virtual agents in the call center, including benefits, use cases, and how to implement them effectively.

What is a Virtual Agent?

On the surface, a virtual agent might seem like a typical chatbot. However, it’s actually an evolution of the traditional chatbot, capable of harnessing a range of advanced AI algorithms. Virtual agents don’t just respond to input based on pre-set rules; they leverage machine learning, natural language processing, and data analysis to understand the meaning, intent, and context behind customer queries.

Virtual agents can process information more effectively than a standard chatbot, engage with people in a conversational, almost human manner, and even perform more complex tasks, such as processing an order.

They also come in various forms. For instance, conversational AI chatbots are types of virtual agents that respond to text-based input, whereas voicebots can access automatic speech recognition to interact with customers over the phone, in an IVR system, and through “virtual assistant apps.” There are even virtual agent solutions specifically designed for call center agents, such as “agent assist” tools.

All of these forms of virtual agents can be accessed independently and embedded into contact center platforms and tools, or they can be implemented within a contact center platform. For instance, ice Contact Center from ComputerTalk features virtual agents for agent support, self-service optimization, and intelligent routing.

Many solutions can also integrate with complementary contact center technologies, such as customer relationship management (CRM) systems, IVR and ACD tools, and workflow automation software using Application Programming Interfaces (APIs).

Use Cases for Virtual Agents

Virtual agents are extremely versatile tools. Commonly, they’re used to:

• Answer common questions: Virtual agents can rapidly answer common and routine queries, drawing on existing data, knowledgebase articles, and FAQ content.
• Collect customer feedback: AI agents can automate the collection of customer feedback by issuing surveys at the end of a call to track satisfaction scores.
• Schedule appointments: Leveraging calendar integrations, virtual agents can quickly schedule appointments, and reduce the risk of schedule clashes.
• Troubleshooting and technical support: Advanced virtual agents can conduct troubleshooting tasks and provide step-by-step guidance to resolve technical issues.
• Order status and processing: With insights into CRM and order systems, virtual agents can provide customers with instant updates on an order status and payments.
• Lead generation: Virtual agents can even proactively engage potential prospects, sending information on offers and products to attract sales opportunities.

Benefits and Features of Virtual Agents

The features of a virtual agent can vary depending on its purpose within a call center. Some are designed specifically to automate routine tasks, while others are intended to boost customer engagement and increase conversion rates. On a broad scale, the benefits of virtual agents include:

• Reduced operating/staffing costs: Virtual agents automate basic tasks and answer common customer questions, reducing the need for a large human workforce. This results in substantial cost savings in hiring processes, agent salaries, training, and onboarding expenses.
• Faster response times: AI virtual agents significantly reduce response times. They can answer customer queries instantly, either over the phone or via a messaging application, eliminating the need for callers to wait in queue. This improves customer satisfaction and reduces call abandonment rates in the call center.
• 24/7 service: Virtual agents are always available and always ready to offer support. They don’t need to operate according to standard schedules. This allows companies to give their customers 24/7 global support, regardless of time zones or business hours.
• Personalization: Virtual agents can seamlessly synchronize with backend systems like customer databases and CRM platforms, to access real-time customer information. This allows them to deliver personalized recommendations, and customize the service offered to every customer, fostering stronger relationships.
• Better data collection: With the right virtual agents, companies can access rich insights into their customer’s pain points, purchasing journeys and goals. They can instantly identify common topics of conversation for contacts and collect information that helps them to improve customer experiences and enhance productivity.

The Drawbacks of Virtual Agents

Though virtual agents can be extremely valuable in the call center, they have their limitations. Even the most advanced solutions today lack the “human touch” customers are still looking for in certain interactions. They can’t show empathy, or creatively resolve problems in the same way as a human agent. They also aren’t immune to errors.

AI bots in all of their forms are prone to hallucinations, caused by inaccurate and incomplete training data. This can cause them to share incorrect responses to a question, which presents ethical issues for call centers. Additionally, because these solutions rely on large amounts of data to operate, there will always be compliance and security issues to consider.

Business leaders will need to ensure they’re collecting and storing the data generated by virtual agents correctly, encrypting conversations, and only using the right data to train their models. Failure to do so could lead to data breaches, regulatory fines, and lost consumer trust.

How to Integrate Virtual Agents in Your Call Center

The right approach to implementing virtual agents in the call center depends heavily on your goals for AI technology. However, in all cases, there are certain steps business leaders should take:

• Step 1: Identify your selection criteria: Define the key criteria that will help you to identify the right virtual agent solution for your business. What are your business needs or goals? Do you want to automate more aspects of customer service, or collect more data? How much can you afford to spend on implementing the right solution and training teams?
• Step 2: Select a vendor: The ideal vendor for your virtual agent solution will be one that offers access to a versatile and customizable platform that can adapt to your business needs. They should help you to implement your new technology, integrate it with your existing systems, and mitigate potential risks.
• Step 3: Test and deploy: Before rolling out your virtual agents, test their functionality carefully, evaluate the accuracy of their responses, and note any instances of AI hallucinations. When you’re ready to deploy your solution, ensure your agents are intuitive and easy to use to improve adoption rates.
• Step 4: Optimize and iterate: Pay attention to the performance of your virtual agents over time. Set up monitoring strategies to track any potential issues and collect feedback from your customers to gain insights into how you can improve your AI model.

Bringing Virtual Agents into the Call Center

Virtual agents can be a valuable resource for call centers, giving them the opportunity to enhance customer experience, personalize interactions, reduce operational costs, and collect valuable data. The key to making the most of these AI tools in your ecosystem is carefully choosing the right solution, working with a reliable vendor, and constantly optimizing your strategy.

At ComputerTalk, our virtual agents and bots can help companies with everything from boosting employee engagement, to scaling customer service. Contact us to learn more about our intuitive iceBot offering, and how it can enhance your call center.