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What is an AI Virtual Agent? Benefits, Use Cases, and How to Get Started

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An AI virtual agent is a software program designed to interact with humans similarly to live agents. These virtual agents, also known as virtual or voice assistants, can handle various customer intents across phone, chat, and text channels in a unified manner. They complement human teams by managing repetitive tasks, allowing human agents to focus on more complex issues, thereby enhancing the overall customer and agent experience.

Capabilities of AI Virtual Agents

  • Manage Repetitive Interactions: Tasks such as appointment scheduling, order management, lead qualification, and technical support.
  • Understand Natural Language: Recognize and respond to customer intent, maintaining a human-like conversation.
  • Human-Sounding Communication: Utilize text-to-speech engines or prerecorded voices to speak.
  • Data Integration: Access and update the same data as live agents.
  • Advanced Interaction Routing: Seamlessly transfer complex interactions to live agents when needed.

Differentiating Virtual Agents, Virtual Assistants, and Chatbots

While often used interchangeably, these terms have nuanced differences:

  • Virtual Assistants: Typically help users with personal tasks like internet searches, managing grocery lists, or updating calendars (e.g., Siri, Google Assistant).
  • Virtual Agents: Function as AI-driven customer service representatives for businesses, facilitating customer-business interactions.
  • Chatbots: Generally designed for text-based channels (SMS, email, live chat) and handle basic, scripted conversations. Virtual agents, however, engage in more complex, human-like dialogues.

Getting Started with AI Virtual Agents

To integrate AI virtual agents into your customer service, find a vendor who can provide both the technology and expertise. Key steps include:

  • Process Identification: Determine which tasks are suitable for automation and which should remain with human agents.
  • Vendor Collaboration: Work with vendors to create scripts, integrate the platform with your existing tools, and prepare your team for the transition.
  • Outsourcing vs. In-House: Decide whether the vendor will manage the entire process or provide tools and knowledge for you to handle internally.

Benefits of AI Virtual Agents

  • Scalability: Easily adjust to fluctuating demands, especially during peak times like the holiday season, without the need for temporary staff.
  • 24/7 Availability: Provide round-the-clock support, addressing customer queries outside business hours and scheduling follow-ups with live agents for complex issues.
  • Reduced Wait Times: Handle multiple calls simultaneously, eliminating on-hold times and quickly accessing data for instant solutions.
  • Enhanced Customer Experience: Offer effective self-service options for simple issues and escalate complex cases to human agents.
  • Lower Agent Fatigue: Allow human agents to focus on meaningful interactions by handling repetitive queries, leading to better agent satisfaction and lower turnover.

Use Cases for AI Virtual Agents

AI virtual agents are valuable across various industries and applications, including:

  • Claims Processing
  • Registration and Warranty
  • Technical Support
  • Recruitment and Internal Support
  • Order Management
  • Interactive Voice Response (IVR) Systems
  • Reservations and Scheduling
  • First-Line Support
  • Lead Generation
  • Debt Collection
  • FAQs and Surveys

Start Small, but Start Now

The current technology enables AI virtual agents to conduct human-like conversations. Begin by automating a few key processes, observe the return on investment (ROI), and gradually expand their use as your business needs grow. Starting small allows you to test and refine the implementation without significant upfront investment.


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