Today’s emerging technologies are changing the way customers interact and transact, that are forcing organizations to transform how they deliver their services and strive for superior experience. While Chatbots have been used by organizations, they are useful for handling a very limited number of tasks as they typically use rule-based programming to match user queries with potential answers.

The use of Virtual Agents is exploding as companies look to improve experiences – for both customer and employee – and increase efficiencies and cost savings through AI and automation. With artificial intelligence, Chatbots enhance their ability to understand human language and perform more complex tasks and transactions. Integrating these Chatbots with the organizations System of Records (eg: ERP, CRM) gives the ability to create seamless automated workflows which can be used for a wide variety of use cases across Customer Service, IT, HR, Finance, Sales and others.