What is an AI Virtual Agent?
An AI Virtual Agent (AIVA) uses natural language processing (NLP), machine learning, and speech recognition to simulate human-like conversations with customers.
Unlike traditional chatbots that follow scripted rules, AI virtual agents can understand intent, context, and tone, allowing them to respond intelligently,
handle complex queries, and escalate to a live agent when necessary.
In a contact centre environment, AI virtual agents work across multiple channels, including phone, chat, email, and social media.
They can answer frequently asked questions, process simple transactions, or collect information before transferring calls to agents for more complex issues.
This reduces call volume, shortens wait times, and improves the overall customer experience.
AI virtual agents continuously learn from interactions to improve accuracy and performance over time.
They also integrate with CRM systems, ticketing tools, and knowledge bases to access up-to-date information during conversations.
Benefits of AI virtual agents in customer service include:
- 24/7 availability for handling enquiries.
- Reduced workload for human agents.
- Faster response times and improved customer satisfaction.
- Consistent service delivery across all channels.
Why AI Virtual Agents Matter
AI virtual agents combine automation and intelligence to transform how contact centres manage customer interactions.
By handling repetitive tasks and supporting live agents, they increase efficiency, reduce costs, and deliver faster, more consistent service.
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