{"id":23658,"date":"2023-08-02T10:32:24","date_gmt":"2023-08-02T08:32:24","guid":{"rendered":"https:\/\/fonvirtual.com\/en\/?p=23658"},"modified":"2026-07-28T18:48:09","modified_gmt":"2026-07-28T16:48:09","slug":"productivity-virtual-agents","status":"publish","type":null,"link":"https:\/\/fonvirtual.com\/en\/blog\/productivity-virtual-agents\/","title":{"rendered":"Improving customer service productivity with virtual agents"},"content":{"rendered":"<style id=\"fv-tb-hide\">.et_pb_row_inner_1_tb_body,.et_pb_image_0_tb_body{display:none!important}<\/style>\n<div id=\"fv-meta-share\" style=\"position:relative;background:#fff;border:1px solid #ececf1;border-radius:12px;box-shadow:0 4px 18px rgba(20,20,60,0.05);padding:16px 18px;margin:0 0 24px 0;max-width:760px;font-family:inherit;\">\n<div style=\"display:flex;flex-wrap:wrap;align-items:center;gap:13px;\"><a href=\"https:\/\/fonvirtual.com\/en\/profile-of-emma-smith\/\" 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r.json();}).then(function(j){ if(j){ if(j[0]){ if(j[0].date){ dateEl.textContent=fmtDate(j[0].date); } } } }).catch(function(){}); } } } } var rtEl=document.getElementById('fv-ms-readtime'); if(rtEl){ var cur2=rtEl.textContent.trim(); if(!cur2||cur2==='\u2014'){ var cont=document.querySelector('.et_pb_post_content')||document.querySelector('.entry-content')||document.querySelector('article'); var words=0; if(cont){ var c=cont.cloneNode(true); c.querySelectorAll('[id^=\"fv-\"]').forEach(function(n){n.remove();}); words=(c.textContent||'').trim().split(\/\\s+\/).filter(Boolean).length; } var mins=Math.max(1,Math.round(words\/220)); rtEl.textContent=mins+' min read'; } } } if(document.readyState==='loading') document.addEventListener('DOMContentLoaded',run); else run(); })(); <\/script><\/p>\n<div id=\"fv-featured-img\" style=\"margin:0 0 26px;\"><img decoding=\"async\" src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2023\/08\/agente-virtual.jpg\" alt=\"virtuel\" style=\"width:100%;height:auto;border-radius:12px;display:block;\" \/><\/div>\n<div class=\"fv-puntos-clave\" style=\"background:radial-gradient(circle at 100% 0%, rgba(244,54,63,0.16), transparent 48%), radial-gradient(circle at 0% 100%, rgba(244,54,63,0.05), transparent 42%), linear-gradient(135deg, rgba(255,255,255,0.92) 0%, rgba(255,250,250,0.70) 100%);backdrop-filter:blur(14px) saturate(160%);-webkit-backdrop-filter:blur(14px) saturate(160%);border:1px solid rgba(255,255,255,0.5);border-radius:16px;padding:18px 20px;margin:0 0 24px 0;max-width:760px;font-family:inherit;\">\n<div style=\"display:flex;align-items:center;gap:8px;margin:0 0 12px 0;\"><svg width=\"18\" height=\"18\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"flex-shrink:0;display:block;\"><path d=\"M12 2L13.9 9.1L21 11L13.9 12.9L12 21L10.1 12.9L3 11L10.1 9.1Z\" fill=\"#f4363f\"\/><\/svg><span style=\"font-size:15px;font-weight:700;color:#1a1a2e;letter-spacing:.01em;\">Key points<\/span><\/div>\n<ul style=\"margin:0;padding:0;list-style:none;display:flex;flex-direction:column;gap:10px;\">\n<li style=\"display:flex;gap:10px;font-size:14px;line-height:1.5;color:#2b2f3a;\"><span style=\"flex-shrink:0;color:#f4363f;font-weight:700;\">1.<\/span><span><strong>Virtual agent definition:<\/strong> Virtual agents are artificial intelligence programs that conduct real-time conversations across various media channels to assist customers around the clock.<\/span><\/li>\n<li style=\"display:flex;gap:10px;font-size:14px;line-height:1.5;color:#2b2f3a;\"><span style=\"flex-shrink:0;color:#f4363f;font-weight:700;\">2.<\/span><span><strong>Key operational advantages:<\/strong> These systems increase productivity by automating repetitive tasks, identifying customer intent, and managing data securely to streamline business operations.<\/span><\/li>\n<li style=\"display:flex;gap:10px;font-size:14px;line-height:1.5;color:#2b2f3a;\"><span style=\"flex-shrink:0;color:#f4363f;font-weight:700;\">3.<\/span><span><strong>Versatile implementation channels:<\/strong> You can deploy virtual agents across chat, phone, WhatsApp, and video calls to handle inquiries and support human teams effectively.<\/span><\/li>\n<li style=\"display:flex;gap:10px;font-size:14px;line-height:1.5;color:#2b2f3a;\"><span style=\"flex-shrink:0;color:#f4363f;font-weight:700;\">4.<\/span><span><strong>Enhanced service efficiency:<\/strong> Automated agents improve customer satisfaction by providing instant responses, tracking orders, and managing reminders while minimizing human error.<\/span><\/li>\n<\/ul>\n<p style=\"margin:12px 0 0 0;font-size:11.5px;color:#9a9aae;\">AI-assisted summary \u00b7 reviewed by Emma Smith<\/p>\n<\/div>\n<p> <span style=\"font-weight: 400;\">In an increasingly connected world, customer service is the secret ingredient to stand out from the competition. But how do you do it? Imagine a team of experts who are always available, able to deliver a personalised service in record time, with no time limits. Sounds too good to be true? It&#8217;s not! Virtual agents, powered by artificial intelligence, have completely transformed the customer service landscape. They make it possible to deliver an <\/span><a href=\"https:\/\/fonvirtual.com\/en\/conversational-ai\/\"><span style=\"font-weight: 400;\">engaging experience<\/span><\/a><span style=\"font-weight: 400;\"> to each user, anticipating their needs and surprising them with effective solutions.<\/span> <span style=\"font-weight: 400;\">Customer engagement has never been easier, and business opportunities are multiplying thanks to this revolutionary technology. It&#8217;s time to make a difference and take your business to the next level!<\/span> <\/p>\n<h2><span style=\"font-weight: 400;\">But do we know what exactly a virtual agent is?<\/span><\/h2>\n<p> <span style=\"font-weight: 400;\">Virtual agents are artificial intelligence programs that use language and advanced models to conduct real-time conversations through different media. These programs can not only understand and answer questions, but can also take on specific roles to serve customers 24 hours a day, 365 days a year.<\/span> <\/p>\n<h2><span style=\"font-weight: 400;\">Where to implement virtual agents?<\/span><\/h2>\n<p> <a href=\"https:\/\/fonvirtual.com\/en\/virtual-agent\/\"><span style=\"font-weight: 400;\">Virtual agents<\/span><\/a><span style=\"font-weight: 400;\"> can effectively manage customer service via chat, phone, WhatsApp, Facebook and even video call, solving common queries and transferring the more complex ones to the human team.\u00a0<\/span> <span style=\"font-weight: 400;\">Let&#8217;s take a practical case: a restaurant uses a virtual agent via WhatsApp to receive takeaway orders. Customers can interact with the virtual agent to select their order and make payment without having to speak to a human agent, speeding up the process and improving satisfaction.<\/span> <img loading=\"lazy\" decoding=\"async\" class=\"wp-image-23659 aligncenter\" src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2023\/08\/servicio-cliente-300x300.jpg\" alt=\"client\" width=\"428\" height=\"428\" \/> <\/p>\n<h2><span style=\"font-weight: 400;\">Features that improve customer service productivity<\/span><\/h2>\n<p> <span style=\"font-weight: 400;\">Virtual agents offer a wide range of solutions that streamline operations and enrich the customer experience significantly.<\/span> <span style=\"font-weight: 400;\">One of the key advantages of conversational agents is their ability to identify customers in a quick and secure way. Using voice biometrics, they can distinguish important aspects of the user, such as gender or age. This not only improves the security of interactions, but also speeds up the customer service process.<\/span> <span style=\"font-weight: 400;\">Intent recognition is another outstanding feature of virtual agents. These systems can classify and assign conversations based on origin, language or intent. For example, if a call center handles calls from different countries, this agent can automatically identify the language in which the customer is communicating and direct the call to the human agent who speaks that specific language. This feature ensures smooth and efficient communication.<\/span> <span style=\"font-weight: 400;\">Another important solution is their ability to answer frequently asked questions. By freeing human teams from repetitive and monotonous tasks, these systems allow humans to focus on solving more complex problems and providing a more personalised service.\u00a0<\/span> <span style=\"font-weight: 400;\">In addition, virtual agents play an essential role in order tracking and status enquiries. For example, in an online shop, a virtual agent can track the status of orders and provide up-to-date information on the location and estimated delivery date of the package.<\/span> <span style=\"font-weight: 400;\">Virtual agents are also experts at collecting customer data, which speed up procedures and simplifies bureaucratic tasks. By requesting and storing relevant information, these systems facilitate operations such as profile updates, address changes and other actions that previously required the intervention of a human agent.<\/span> <span style=\"font-weight: 400;\">Another area where virtual agents are helpful is in sending and managing reminders. For example, in a medical centre, these systems can automatically send text messages or emails to patients to remind them of their appointments. This functionality helps to reduce cancellations and no-shows, which in turn optimises the medical centre&#8217;s schedule and ensures a more efficient patient flow.<\/span> <span style=\"font-weight: 400;\">At the same time, they guarantee the security of conversations and comply with the GDPR, protecting customer data. In other words, if a hypothetical bank were to use this technology to provide financial assistance to its customers, the platform would ensure end-to-end encryption of interactions, protecting customer financial information and complying with GDPR regulations.<\/span> <span style=\"font-weight: 400;\">Finally, conversational agents minimise errors by detecting details that humans might miss, avoiding repeating mistakes.<\/span> <span style=\"font-weight: 400;\">Virtual agents have proven to be a powerful tool that offers multiple solutions to improve customer service productivity in different industries. Their ability to have natural conversations, handle multiple interactions simultaneously, and learn from each interaction makes them a valuable resource for companies looking to provide exceptional and efficient customer service. By implementing it into their operations, companies can benefit from a personalised experience, increased productivity, and a <\/span><a href=\"https:\/\/fonvirtual.com\/en\/virtual-agent\/\"><span style=\"font-weight: 400;\">deeper understanding of the customer,<\/span><\/a><span style=\"font-weight: 400;\"> allowing them to stand out in a competitive marketplace and meet the evolving consumer expectations.<\/span><\/p>\n<style id=\"fv-blog-cats-css\"> nav.fv-blog-cats{--fv:#f6343f;--fv-osc:#d8252f;--fv-tinta:#1a1a2e;--fv-borde:#e6e6ea;font-family:inherit;max-width:1180px;margin:28px auto 18px;padding:0 4px;text-align:center!important;} nav.fv-blog-cats .fv-cats-titulo{font-size:13px;font-weight:600;letter-spacing:.06em;text-transform:uppercase;color:#9a9aae;margin:0 0 14px;} nav.fv-blog-cats ul.fv-cats-lista{display:inline-flex;flex-wrap:wrap;justify-content:center;gap:10px 12px;list-style:none!important;margin:0;padding:0!important;text-align:center;} nav.fv-blog-cats .fv-cats-lista 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