The Differences Between a Chatbot vs. Virtual Agent
Summary
Even though they all let the user gather information or request specific actions using a natural discussion approach, those terms actually describe different kinds of tech. When you start the discussion, you may have multiple choice options that navigate you through the process, or you might be able to ask simple questions to get the task handled. The technology is designed to dig deeper, looking beyond the initial question to gather potentially relevant details before providing a solution. Once a user provides a piece of information, a virtual agent assesses what is shared to determine if other data is required. In contrast, a virtual agent may be able to consider several pieces of input, ask intelligent follow-up questions, and adapt based on past conversations.
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