What Is an Agent?  

An agent refers to a person who works as a customer service representative (aka agent) in a call center or contact center. Agents are employed to deliver customer care and assistance to callers or customers via phones and computers.  

What Is a Virtual Agent? 

A computer may serve in the role of an agent. Virtual agents: 

• Are programmed to deliver customer service

• Utilize machine learning and artificial intelligence (AI)

• May use natural language processing (NPL) to converse

• Support other agents in contact center work