Name Fahad Hassan 19-ARID-5156 Quiz Hci Describe Virtual Agents and Their Types With The Help of Examples in Detail? Answer

Name Fahad hassan
19-ARID-5156
Quiz HCI
Question :
Describe virtual agents and their types with the help of examples in
detail?
Answer:
Virtual Agent:
A virtual agent (sometimes called an intelligent virtual agent (IVA),
virtual rep or catboat) is a software program that uses scripted rules
and, increasingly, artificial intelligence applications to provide
automated service or guidance to humans.
Virtual agents are most commonly used by organizations in
their customer service functions to answer routine customer queries,
fulfill standard requests and/or handle simple problems. For example,
virtual agents are often used for initial customer interactions with call
centers or click-to-chat features on websites.
Virtual agents are also used in some organizations to handle employee-
driven needs. For example, virtual agents are commonly deployed
within the IT function to provide help desk-type services, such as
employee requests for resetting computer passwords. They can also be
used in organizations to guide employees through work tasks or
processes.
In this way, a virtual agent is akin to a digital assistant, an application
program that understands natural language voice commands and is
also deployed to fulfill people's needs or help them complete tasks.
Virtual agent technologies initially emerged in the first decade of the

2000s. At the most basic level, virtual agent technologies work on a
preprogrammed scripted model.
Organizations could create virtual agents that were scripted to respond
in specific ways to specific human requests. Organizations generally
identified the particular workflows that would be handled by the virtual
agents, mapping out what a virtual agent should do based on each
specific request or inquiry made by a person. Organizations then
created the scripts to have the agent respond as needed to each
request, which the agent could identify by predetermined keywords
that had been programmed into the platform. In other words, the
virtual agent would identify the keywords and respond with the
scripted response that in its computerized analysis best matches the
keywords.
As such, these virtual agents could handle routine tasks where an
inquiry or request could be met with a predictable response.
Organizations programmed their virtual agents to turn over the
customer interaction to human agents when requests hit a certain
point in the workflow or when the inquires digressed from the script.
In the second decade of the 2000s, particularly toward the latter half,
virtual agent platforms incorporated machine learning, natural
language processing and artificial intelligence to create intelligent
virtual agents that could handle more types of queries, as well as less
predictable inquiries, requests and workflows.
These intelligent virtual agent platforms can also connect with back-end
systems, thereby providing more personalized responses to the
customers or employees who are interacting with the agent systems.
Moreover, the AI capabilities built into these platforms enable these
agents to "learn," so they can become more efficient and effective as
they work, and they can also develop the capacity to handle a wider
range of tasks.
Virtual agent benefits
Virtual agents can deliver a number of benefits to the
organizations that use this technology, including the ability to:
expand to round-the-cloud automated service for customers, as well as
employees, without having to hire full-time workers.
respond more quickly and more consistently to customer inquiries or
employee requests by scaling the virtual agents to meet anticipated
needs.
better ensure compliance with standards as virtual agents follow only
programmed set of actions.
Such benefits, while each individually important, together also help
organizations deliver not only better user or customer experience but
also deliver that improved experience at a lower cost and with more
consistency than by adding more human agents.
Moreover, virtual agents, by handling the routine and mundane
requests, can allow human agents to focus on the more complex tasks
that require more skills and critical thinking. This, too, helps
organizations improve customer experience by helping ensure human
agents are available to take on those tasks more readily rather than if
their time was focused on handling the rote requests.
Intelligent virtual agents can deliver even more benefits to an
organization. According to the Everest Group, a research firm, IVAs can
now help with payment collections, cross-selling, upselling, customer
retention and customer acquisition. Everest Group said these additional
capabilities can serve specialized needs in various industries, including
banking, insurance, healthcare, travel and hospitality, as well as in
different organizational functions, such as human resources.
Examples
Most consumers and many workers today have interacted with a virtual
chat agent or agent system.
Workers who have used an automated system to reset their computer
passwords, for example, were likely interacting with an agent system.
Similarly, customers who have clicked on a website's messaging
interface, such as the chat feature, were also likely interacting with an
agent system.
The use of some virtual agents has also made headlines, as when
airports in the 2010s tested hologram virtual agents to respond to
passengers' requests for information.
Types of Virtual Assistant Services

social media virtual assistant
real estate virtual assistant
virtual research assistant
virtual administrative assistant
e-commerce virtual assistant
data entry virtual assistant
virtual bookkeeping assistant
virtual marketing assistant.
End…

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Virtual agent technologies initially emerged in the first decade of the

Types of Virtual Assistant Services

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