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Complete 7 page APA formatted essay: Virtual Agent Technology.IntroductionIncreasing the flexibility of I.T. systems is a common strategy tocope with ever more complex and demanding user requirements.
Complete 7 page APA formatted essay: Virtual Agent Technology.
Introduction
Increasing the flexibility of I.T. systems is a common strategy to
cope with ever more complex and demanding user requirements.
Two common approaches to creating flexible, loosely-coupled systems are asynchronous message-passing architectures and synchronous remote procedure call (RPC) architectures. Software agents, one strand of research and development into flexible I.T. systems, extend message passing architectures to exhibit properties of being social, reactive, proactive and autonomous (Wooldridge, 1995). The motivations of web service designers are similar to those of agent designers (Zimmermann, 2003), despite the differences in technology.
Explanation
Historical background
Phone-based customer service, as necessary as it may be for a business, is expensive. An increasing number of companies are using the Internet as a customer-service channel, offering text chat with both automated responses and real-life agents.
Who uses the technology
Virtual service representatives basically serve as [phone] call avoidance. A virtual representative is a server-side program that functions like the frequently asked question page on the Web site, but it also serves as a tour guide for the site. It simulates a text chat session with a live agent, with page-push or co-browsing capability.
How do you keep the virtual rep experience from feeling impersonal
The standard content on a Web site tends to be dry. A little more life can be added with a picture of the virtual agent. Depending on the question asked, it can have a visage that greets the customer, one that smiles, frowns or looks confused. The virtual representative can also be conversational and answer off-topic questions.
