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Most people are familiar with chatbots, digital robots that you can talk to, but at we prefer to use the term virtual agent.

A virtual agent is more than just a digital robot you can chat with; the term "agent" refers to someone who can perform tasks and resolve problems on behalf of someone else. This is why those who work in customer service or internal support teams are often referred to as service agents or support agents. A virtual agent is the same thing, except that they are digital, not human.

Virtual agents are designed to work together with human agents, and they are designed to help solve people's problems and collaborate as part of a larger customer service or internal support strategy.