In customer service, every second counts. And in a world where users expect immediate responses,virtual agentsThey are positioning themselves as the ideal solution for improving efficiency without sacrificing customization. But what exactly are they, and what can they bring to your business?

What is a virtual agent?

And virtual agent It’s an artificial intelligence-based solution designed to interact autonomously with customers, either by voice or chat. These virtual assistants not only understand natural language but can also adapt to the tone and context of the conversation, offering personalized responses and handling specific tasks without human intervention.

At Fonvirtual, we have developed virtual agents with AI capable of seamlessly integrating into the communication flows of companies in any sector. Thanks to a knowledge base provided by the client, the virtual agent is able to answer frequently asked questions, collect data, identify needs, and, when the situation requires it, transfer the conversation to a human agent with all the information already recorded.

How are they different from conventional chatbots?

Although they share certain similarities, a chatbot con IA A chatbot and a virtual agent aren’t exactly the same. While a chatbot is designed to answer simple, predefined questions, a virtual agent has the ability to understand context, learn continuously, and resolve more complex cases.

For example, a chatbot can help you find out a store’s opening hours. A virtual agent, on the other hand, can identify if you’re already a customer, offer you information tailored to your profile, and direct you to your personal manager if the system detects that your inquiry requires human follow-up.

Real-life applications of virtual agents

The virtual agents are revolutionizing the way companies manage their communications:

In call centers, allow you to drastically reduce the volume of calls handled by operators, resolving frequent requests and collecting essential data before passing the call to a human. Learn more about their impact on AI in call centers.

In chat channels, they offer automatic responses in natural language, maintaining fluid conversations and resolving doubts 24/7.

In internal processes, collect and manage customer data, schedule appointments or conduct automated surveys with complete autonomy.

A very powerful example is its use in emergency services, where the virtual agent can quickly gather relevant information from the user (reason for the call, location, patient condition) and automatically send it to the appropriate channel. This significantly reduces reaction times.

Frequently Asked Questions

Why is an AI virtual agent available 24/7?

Because it works automatically, regardless of business hours. It’s always active, even on holidays, offering continuous support and improving the customer experience at any time.

How does a virtual agent help reduce costs?

Automate repetitive tasks such as answering frequently asked questions or collecting data, freeing up human resources to focus on more complex or strategic tasks.

Can virtual agents scale without hiring more staff?

Yes. A single virtual agent can handle multiple conversations simultaneously, allowing for scalable support without the need to expand your team.

How personalized can the experience with a virtual agent be?

Thanks to its ability to learn and analyze user profiles, it adapts its responses to the specific context and needs of each client.

What systems do virtual agents integrate with?

They can connect with CRMs, ERPs, and enterprise messaging tools, enabling seamless, unified management of customer information.

Fonvirtual Virtual Agents: Custom Configuration

In Fonvirtual We don’t offer a generic solution. Each virtual agent is configured based on the business, the desired tone of communication, and the specific knowledge they need to master. From designing the conversation flow to integration with the company’s technological environment, we support our clients throughout the entire process.

If your goal is to offer more efficient, accessible, and aligned customer service that meets current customer expectations, virtual agents are your best ally. Ready to take the step toward smart, automated service? Discover everything our virtual agents can do for you.