Künstliche Intelligenz

Was ist ein virtueller Agent und wie funktioniert er?

Miguel Caetano

By Miguel Caetano

0 Minuten Lesezeit

What Is Virtual Agent How Does It Work

Self-service in customer support is not just a trend anymore, it’s here to stay. More customers opt to solve issues on their own through knowledge bases, web, chat, voice, or a combination of channels. According to Gartner, 81% of all customers across industries attempt to take care of matters themselves before reaching out to a live representative.

This tendency, coupled with increasingly mature artificial intelligence (AI) technologies, has raised attention to the role and impact of virtual agents in contact centers and customer experience (CX).

Was ist ein virtueller Agent?

A virtual agent is a customer assistant that can autonomously solve customer issues through a conversational experience. To do so, virtual agents use AI speech capabilities, to understand customer intent, simulate conversations, retrieve information from different systems and perform transactional tasks to provide customers with a human-like self-service journey.

Virtual Agent Talkdesk Iq

Additionally, virtual agents are capable of understanding each conversation topic, customer intent and mood to intelligently route interactions to the best suited live agents. These features are tremendously useful for virtual agents to escalate or provide warm handoff calls in critical situations and makes them an intelligent and natural alternative to an Interactive Voice Response (IVR) system.

Virtual Agent Chart

Virtuelle Agenten haben sich in den letzten Jahren deutlich weiterentwickelt und die Versprechen von automatisiertem Kundenservice, erheblichen Kosteneinsparungen und verbesserten Customer Journeys zur Realität werden lassen. 

If you want to know how a virtual agent can help your contact center, download this step by step guide.

5 Cost Saving Steps For Implementing An Ai Powered Virtual Agent


5 kosteneinsparende Schritte für die Implementierung eines KI-betriebenen virtuellen Agenten


Miguel Caetano

Miguel Caetano

Miguel ist Product Marketing Manager bei Talkdesk. Er hat die letzten 5 Jahre damit verbracht, Produkte zu entwickeln und Kampagnen in der Telekommunikationsbranche umzusetzen. Wenn er nicht arbeitet, kann man Miguel beim Tauchen oder Tennisspielen begegnen.