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Unified Customer Data For A Unified Customer Experience Report

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5 Questions to Ask a Vendor to Determine If Their Virtual Agents are Conversational

As with any emerging category, there couldn’t be more ways to describe AI-based employee self-help: chatbots, virtual assistants, virtual employee assistants, virtual agents, virtual support agents…and the list goes on. This is a time when prospective buyers need clarity, but the variety of terms describing this space does just the opposite.

Now there is a new phrase being used by some vendors that further complicates the landscape: “Advanced Conversational AI,” described as “a dynamic conversation engine designed for IT support.” We agree completely that your virtual agent needs to have conversational AI, but what characteristics are required to consider it truly conversational?

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