What is an AI virtual agent? Meaning, uses and how it differs from a chatbot
An AI virtual agent handles customer conversations like a human agent would, by voice or text. What virtual agents do, examples and how to choose one.
Key takeaways
- A virtual agent is an AI system that does the job of a customer service or front-desk agent.
- Modern virtual agents use language models to understand people and tools to complete tasks.
- Look for multichannel support, clear hand-over, your own rules and a way to test before launch.
An AI virtual agent is software that handles customer conversations the way a human agent would: it greets, understands the request, answers, takes action and escalates when needed. "Virtual agent" is the term contact centres have long used for automated agents; today it usually means an AI agent built on a language model.
What virtual agents do
- Answer phone calls and messages without queues.
- Recognise intent: booking, order status, complaint, sales inquiry.
- Complete requests: book, update, send links or documents.
- Collect structured details for your team.
- Escalate to a person with a summary.
Virtual agent vs virtual assistant vs chatbot
| Term | Usually means |
|---|---|
| Virtual agent | Automated agent handling customer conversations end to end |
| Virtual assistant | Either a remote human assistant or an AI that helps a person |
| Chatbot | A text bot answering questions, often scripted |
| Virtual receptionist | A virtual agent focused on calls and front-desk tasks |
See also AI agent vs chatbot and what is an AI receptionist.
Voice and text virtual agents
Voice virtual agents answer phone calls with natural speech (see voice AI agents). Text virtual agents work on website chat, WhatsApp, SMS, email and social media. The best setups use one brain for both so customers get the same answers on every channel.
Examples
- A clinic's virtual agent that books, reschedules and sends reminders.
- A retailer's virtual agent that tracks orders and starts returns.
- A hotel's virtual agent that answers guests in their language and arranges transfers.
- A manufacturer's virtual agent that qualifies export inquiries.
How to choose a virtual agent
- Channels: does it cover phone and the messaging apps your customers use?
- Rules: can you control what it says and never says?
- Hand-over: does your team get summaries and alerts?
- Languages: does it serve your customers' languages?
- Testing: can you try it before customers do?
- Setup: who configures it: you or the provider?
Owlena as a virtual agent
Owlena is a virtual front-desk agent for small and mid-sized businesses: one assistant across phone, WhatsApp, website chat, SMS, email and social messages, set up by our team and tested by you before launch. See plans.
See an AI agent answer for your business
Owlena answers calls, WhatsApp, website chat and email 24/7, captures every lead and sends your team a summary. We set it up for you.
Frequently asked questions
What is a virtual agent in AI?
An AI system that handles customer conversations and tasks the way a human agent would, by voice or text.
Is a virtual agent the same as a chatbot?
Not exactly. Chatbots mostly answer questions; virtual agents aim to resolve requests end to end and can work on the phone.
What is the difference between a virtual agent and a virtual assistant?
A virtual agent serves customers; a virtual assistant usually helps an individual employee, and the term can also mean a remote human assistant.