Virtual Agents For Dummies

Insights from people who’ve been creating virtual agents for years

What’s in the book?

Virtual Agents sound like science fiction — customer-service agents that are entirely computer-driven, not live human beings. They’ve actually been around for a while, but the artificial intelligence that brings them to life keeps getting more powerful. The question is, what kinds of service are ideal for Virtual Agents, and what is better left to people? How smart should Virtual Agents be? What are the advantages, and the potential pitfalls? And, how do Virtual Agents fit into your organization’s overall omni-channel customer-service strategy?


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