- #MS AGENT CHAT SOFTWARE#
- #MS AGENT CHAT PASSWORD#
#MS AGENT CHAT PASSWORD#
Using our inbox example from above, a virtual agent is significantly more likely, based on your training, to understand the user means they’re locked out and need a password reset.
Escalate more advanced interactions to human agents, in a smooth, clear manner.Perform highly repeatable tasks, like assisting with basic account management or engaging with sales leads in order to qualify them.Understand customer intent, provide personalized, accurate answers, and offer basic troubleshooting, all in a human-“sounding” way.Depending on the training you provide, virtual agents can be used to:
#MS AGENT CHAT SOFTWARE#
Like chatbots, software comprises VAs, but their abilities and skills exceed those of chatbots. (“Virtual agent” is also used to describe a human customer service agent, often working remotely for a company, but that’s not this article’s focus.) IBM Watson, of Jeopardy fame, is a great example. Virtual agents are also known as virtual reps or intelligent virtual agents. They have become popular lately due to recent AI and cognitive computing advances.
Virtual agents are more advanced than chatbots: they can do more because they have more skills-technology.
Set appointments or other functions that might be easily programmable from a calendar or other knowledge base.Ĭhatbots usually don’t fall into the realm of AI, though many companies often promote them as such to give the sense of their technological cunning. Queue up a person for live help, gathering necessary details to speed up the agent-to-user talk time. Gather information, like personal details and business needs, useful for qualifying sales leads before passing them to a sales pipeline. (The bot probably can’t solve problems the user might have if those directions don’t work.) Offer instructions for a customer who wants to link a device or log in to email. The tasks chatbots can perform are typically limited to sharing and gathering information. They aren’t going “off the wire” or “learning” based on the interaction. Taking the “most likely” response, the chatbot puts out scripted information to the user. The chatbot then aligns keywords from the user, comparing it to their stored knowledge based. Meant for communication, chatbots engage with users only when a pre-determined action occurs, like a user typing in the pop-up box or speaking to a device that’s “listening”. Those bots often work automatically-once they are implemented, they run non-stop. There are good bots, like web crawlers, who index web pages to appear in search results, and not-so-good bots, like spambots that scrape dark corners of the WWW for email addresses and personally identifiable information. Instead, bots are programs that we can deploy via the internet. Short for robot, bots are not the sentient robots we’ve been dreaming up for years. The best ones can be somewhat convincing, using natural language at appropriate times, but as of 2019, none have reliably passed the Turing Test. Typically, chatbots interact either by text, on website chats or over emails or SMS, or audibly, like with Alexa or Siri. Humans, bots, and virtual readers welcome! What is a chatbot?Ī chatbot is a piece of software that can communicate with a user. In this article, we’re breaking down the differences between chatbots and virtual agents. If you’re trying to discern the difference, consider the uncanny valley-feel of your conversation: do the agent’s responses feel canned and robot-like, or more natural and attune to your language? A chatbot’s function might be to engage in a basic, goal-oriented conversation, but a VA is expected to do much more. The clearest difference between chatbots and virtual agents is the primary function. Like all new technology, these two terms are often used interchangeably. But, as companies necessarily become more customer focused, chatbots and virtual agents are extremely useful tools. Sure, they may ding too frequently for some people’s liking. Yes, those are the pop-up hover boxes that lurk in the bottom corner of many company websites. If the answer is a lot, then consider the chatbot or the virtual agent. How much of their time is spent on boring, low-priority interactions, like resetting passwords or sifting through sales leads? What if you could recoup that time, leaving your team to focus on engaging situations or worthwhile sales opportunities-what would that be worth? Think about your customer service agents and sales teams.
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