Definitions of ‘virtual agent’ within the chatbot industry seem to vary according to developer’s objectives. In interviews between CRM Magazine and three virtual agent companies, the following definitions of virtual agent were identified:
- Mark Gaydos, vice president of worldwide marketing at VirtuOz:
The ability to interact with a customer and, in a sense, understand what the customer wants to do and guide them to an answer to their question.
- David Lloyd, CEO of IntelliResponse:
It is a way of interacting and delivering customer self-service.
- Ashutosh Roy, chairman and CEO of eGain:
A virtual agent is a human-like bot that understands natural language interactions and guides a visitor though a conversational interface using text and/or speech input and output.