Virtual Agents and Chatbots and Avatars - confusing or what!

Demystifying the names, uses and future of digital customer engagement tools



Confused about whether you need a chatbot or a virtual agent or a virtual customer assistant? Don't worry, you're not alone!

Virtual agent, chatbot, avatar, virtual customer assistant, bot, virtual assistant, chatterbot - there have been lots of different names given to automated conversational systems over the years which has created confusion within the customer service space.

This comprehensive whitepaper will walk you through:

  • The names and terminology being used for these systems in the customer engagement space
  • The technology and AI behind chatbots and virtual agents
  • Selecting a tool that's right for your company and your customers
  • Current use cases for conversational self-service
  • Preparing for the future of digital customer engagement