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Virtual Agent Technology - Essay Example

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Summary
The purpose of this dissertation is to announce the success of the virtual agents, in its wide acceptability in the customer service environments with consistency in messaging. It calls back to the live agents, humans, who handled these services in servicing the customers…
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Virtual Agent Technology
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Virtual Agent Technology

Download file to see previous pages... 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. Depending on how the client wants to be...
This essay stresses that Software agents are central technologies in shaping networked markets. But the technology's potential for increased efficiency and lower costs must be viewed with an eye to its potential for accidental misuse and intentional exploitation. Taken together, we can identify several trends we expect to develop or continue over the next several years. Agents make the custom retrieval and presentation of information less costly. The change in expenses and the availability of information to customers and vendors may change the balance of power in making transactions.
This paper makes a conclusion that the ability to differentiate products is a central factor in determining how a particular market develops. Agents' ability to investigate an entire market space will quicken the pace of the convergence to one regime or the other. Also, their ability to customize information from varied sources suggests that more products (especially information goods) will be differentiable. Whether the authority is centrally located or resides on local servers within a market depends on the scalability of the technology that is broadly adopted. The replacement by virtual agents is certain in the near future as technology evolves greater integration of knowledge and intelligence to handle and capture almost every resource. The required training or learning process may itself threaten user acceptance of agents. ...Download file to see next pagesRead More
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