Why do you need a virtual agent and not a simple chatbot?

Smith, Emma

Publish: Wednesday, Mar 20
virtual agent

Having an assistant who not only answers questions, but also understands your needs and offers you practical solutions is now possible. Thanks to artificial intelligence, virtual agents have revolutionized the way companies interact with their customers. We are no longer talking about simple automated responses as is the case with chatbots, we are talking about a completely new customer service experience. Virtual agents, equipped with natural language processing and machine learning skills, are here to change the current scenario. In this article, we will explain the differences between these two systems and their benefits. Ready to discover why you need a virtual agent and not a simple chatbot? Let’s go there!

Difference between Chatbots and Virtual Assistants

Chatbots for companies

The chatbot for companies is an automated communication tool that interacts with users generally through text on web pages or apps. This system is primarily designed for very simple and highly structured tasks. They can provide instructions, collect information, redirect users to human assistants and schedule appointments or perform previously defined tasks in knowledge bases.

However, it is important to note that chatbots do not incorporate advanced artificial intelligence technologies. These are programs to interact with the client or user when they start a conversation. At that point, the robot uses a very basic method: it searches for keywords in what the user asks to understand what they are talking about. Then, based on those keywords, it selects a response that it already has prepared. The bot does not take into account the context of the conversation or the ability to learn from the conversations it has with your customers and therefore cannot improve the responses or adapt to new situations. Every time you interact with him, he responds the same way, no matter how many times you’ve asked him something before.


Virtual agent for companies

While the chatbot does not incorporate AI, the virtual agent by Fonvirtual is an Artificial Intelligence system that maintains a real-time conversation with users through text or audio messages 24 hours a day, 7 days a week in any language.

This intelligent system not only responds to messages in real time, but can also be integrated into your website or apps, allowing for fluid and constant communication with the user.

This tool is not static, it adapts to the specific needs of each company, training with the company’s data and with a specific “personality” to respond naturally to the questions of clients or users. In addition, it has the ability to expand conversations, directing users to the most appropriate human agent according to their query, whether related to sales, technical support, customer service, or any other department.

Advantages of virtual agents

  • Text to speech or video: Virtual agents can significantly improve customer interaction by offering a seamless transition between automated conversation and human assistance. When AI detects that a customer has an issue that requires human intervention, it can redirect the conversation to a specific human agent depending on the customer’s needs. This agent, now informed about the context of the conversation, can continue the interaction, either by maintaining the call or, to add a more personal touch, escalating to a video call. This flexibility is especially useful when the customer needs a demonstration or a more detailed explanation, allowing you to easily switch to a video call to meet the customer’s needs in a more effective and personalized way.
  • Facilitates internationalization: Our multilingual virtual assistant allows you to communicate with clients of various nationalities, essential for global or expanding businesses. For example, if your client is German, the chatbot facilitates the interaction: you write in Spanish and the client receives the message in German, and vice versa.
  • Cost reduction: Reduce your company’s labor costs by allowing the agent to take on many of the tasks that staff would normally perform.
  • Integration with other systems: The ability of our virtual agent to integrating with tools like CRM allows human assistants to optimize their time. A virtual agent is just another agent, with super powers of course, so their conversations will be monitored; recorded, transcribed, summarized, analyzed, labeled, etc.Your agent will be able to use the information collected by the chatbot in the CRM to personalize the customer’s file and update their queries or problems.
  • Custom responses: Our virtual assistant provides answers adapted to the specific needs and queries of each user. For example, depending on whether you are a client or a commercial inquiry, you will adapt your responses to the specific needs of each one.
  • Multimedia content: Virtual agents are multimodal so you can receive and incorporate files with text, images and even video. Imagine that your customer has problems with the service. Well, instead of explaining it over the phone, you could send a video or images through the agent for the technicians to evaluate, making the process much easier.
  • Necessities analysis: The agent can identify the purpose of the customer’s inquiry and guide them to the appropriate department. If your client needs technical support they will be quickly directed to the technical department while if they ask about the service they could be directed to the commercial department.

A chatbot is like a machine that gives you quick and easy answers, but doesn’t really understand what you need. On the other hand, a virtual agent is an assistant that does more than just answer questions: it understands your needs and provides you with appropriate solutions. Thanks to the development of artificial intelligence, a virtual agent learns from each interaction, improving how it assists customers. It can carry out more complex conversations, understand different contexts and, most importantly, connect with other systems to give you a complete and personalized experience.

Why choose a virtual agent instead of a chatbot? Because it offers a more advanced, personalized and effective customer service. A virtual agent not only increases customer satisfaction, but also allows you to be at the forefront of technology, improving your service and standing out in the market.

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