Key Differences Between Chatbots and Virtual Agents



At present, artificial intelligence is playing an increasingly divisive role in technological change. Industries in various segments use the technology to efficiently perform customer service functions. Chatbots have been around for decades, helping the business stay available to their customers.

Currently, the idea of ​​a virtual agent helps to seamlessly interact with the customer while providing relevant information. Businesses of various sizes use virtual agents to provide complete basic functions like booking an appointment or scheduling an important call with the experts. With the rapid development of advanced technologies, it is becoming harder to keep up with many businesses. AI-based virtual agents are taking the pace in the industry with evolving capabilities.

Many technology vendors use the power of technology to connect potential customers using virtual agents or chatbots. Above all, there has been general confusion surrounding the difference between chatbots-enabled artificial intelligence, and virtual agents. Let us understand the key differences between chatbots and virtual agents.

Chatbots and Virtual Agents: What’s the Difference?

A chatbot is programmed for chatting, chatting or communicating. Several free online chatbots can communicate with you without any obstacles. There is a lot of business with their scripted chatbots that are used on the web or social media.


Chatbots usually run using scripts with a programming code that provides basic instructions. Speaking of virtual agents, it’s a little more advanced than a chatbot. A virtual agent may perform additional tasks such as resolving common issues or tasks. The task can be resetting a password, performing automated tasks related to informed requests, or escalating the interaction to a live help desk agent.

While chatbots and virtual agents sound slightly different their focus is on interacting with the customer and providing customer service. What makes a difference are the technologies that are essential for these applications. Their services mainly consist of how the translation into capabilities is done for the benefit of the customer. In addition, it is also concerned with advanced technologies used in service delivery.

Chatbot Virtual Agents Vs.

Chatbots are developed to conduct a basic and limited conversation with the customer. The chatbot is not made to understand the customer. The conversation between the chatbot and the customer is conducted through hard coding, phrases, keyword matching based on the background programming training.


On the other hand, the power of the virtual agent helps to understand human interaction with powerful natural language processing. They can fully understand the customer’s queries instead of just understanding the keywords. Chatbots are such a powerful motive in human conversation. Advanced technology such as machine learning helps to continually improve the overall customer experience in a virtual agent.

Chatbots is not well suited to represent a business that has a lot of customer service chat traffic. When it comes to dealing with human language conversation it is too complicated for the chatbot. It is mostly limited to a selection of pre-defined questions and answers.

Virtual agents are not powered by the same rules-based programming. Empowered with a conversational AI solution provider, the virtual agent is designed to accurately mimic human conversations and understand the underlying context, and advance customer request.

The advanced customer service tools are built to ensure better communication with the customer based on the conversation. Chatbots are better for storing the information according to the database, but virtual assistants still have trouble storing important information. Another significant factor that the missing char maintains is the flow of conversation with the customer. Note that when interacting with chatbots, if there is a break in the conversation between them, the chatbot will fail to fit the context of the interaction.

Virtual assistants / agents use dynamic conversation to understand human intent, enriching communication with human beings. This helps bring a personal touch to the conversation. The business these days is more intent on using the virtual agent for future hope.

Final thoughts

Business integrates chatbot and virtual agents to communicate more effectively with their customers as well as potential clients. With the emerging technologies evolving, virtual agents leverage NLP and ML advance technology to provide unique customer service. Over time the use of the virtual agent becomes more inclined as it becomes a more advanced version of itself. Virtual agents are more sophisticated with deep neural networks, machine learning, or natural language understanding. This helps them better understand and interpret the customer’s needs and wants. Business is diverse Segments looks forward to using virtual agents to stay ahead in the market.



Author: gerarguak

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