Virtual Assistant
Add-on feature
This feature is an add-on feature. To get this add-on, contact your Vonage Contact Center account manager.
Virtual Assistant uses artificial intelligence (AI) to interpret a customer's questions and ask clarifying questions to formulate the appropriate response. That response may reference content from an FAQ, propose an action to update or read customer data, or route the call to a real agent using an appropriate interaction plan.
Vonage Contact Center's Virtual Assistant applet can route interactions to Virtual Assistant. The external contact can then interact with a virtual agent in Virtual Assistant. The result of that interaction — abandoned, escalated, or resolved — is returned to the Virtual Assistant applet.
To route interactions to Virtual Assistant, you must configure an interaction plan that includes a Virtual Assistant applet. For information about configuring an interaction plan for the Virtual Assistant feature, see Setting up routing interactions to Vonage AI Studio's Virtual Assistant.
For general assistance, please contact Customer Support.
For help using this documentation, please send an email to docs_feedback@vonage.com. We're happy to hear from you. Your contribution helps everyone at Vonage! Please include the name of the page in your email.