Expert Insights

What Are Virtual Agents?

Published On: 15th Sep 2022 07:05 - Modified: 22nd Jul 2026

A virtual agent is an AI-powered customer assistant which is able to autonomously solve customer issues through a conversational experience.

Virtual agents can answer a wide range of customer questions with great accuracy and are not limited by rule-based pre-defined flows.

These tools can increase the customer self-service rate, improve the customer experience, and increase agent satisfaction.

Contributed by: Talkdesk

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

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What Are Virtual Agents?

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