The Virtual Agent is a web self - service software, that provide customers with instant, automated answers to the 30-50 % the most of their questions, without the need of involving a live support.
It's better than traditional search or help, as it provides instant support with self- learning, automated Q&A engine, that understands both the intent of the question and the context of the problem.
Obviously, automated answers from knowledge base are not capable of resolving more complex problems; in this case the session can automatically escalate to live chat or web call with a live operator.
Its seamless integration with Zendesk enables customers to submit tickets immediately after the search or chat, whenever there's a need for extended support. It is done simply using the button placed on our widget.