Virtual Assistant (Virtual Agent)
- Helen Griffith
Add-on feature
This feature is an add-on feature. To get this add-on, contact your Vonage Contact Center account manager.
Vonage AI Studio's Virtual Assistant uses artificial intelligence (AI) to interpret a contact's request. It can then ask clarifying questions to formulate an appropriate response. That response may, for example, reference content from an FAQ, propose an action to update or read the contact's data, or route the interaction to a real agent using an appropriate interaction plan.
Virtual Assistant uses AI to interact with the other party—the customer—on the interaction. Currently only phone interactions can be routed to Virtual Assistant when using VCC.
To route interactions to Virtual Assistant, you must configure an interaction plan that includes a Virtual Agent applet. Virtual Assistant uses a Vonage AI flow to interact with the other party—the customer—on the interaction. For information about configuring an interaction plan for the Virtual Assistant feature, see Setting up Virtual Assistant (Virtual Agent).
For general assistance, please contact Customer Support.
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