Chatbots are usually designed to handle basic tasks, such as providing information at request, placing orders, or sending status updates. They use scripted decision trees to respond to customer requests with pre-approved answers. Customers are usually aware they are talking to a chatbot and might feel undertreated, especially when it comes to more complex requests which require more consideration than just following the script.
Virtual agents can provide customers with a more profound experience. They are capable of recognizing customer intent and giving personalized, accurate answers while engaging in a conversation in a human-like manner. Moreover, VAs pay attention to such things as tone of voice, modality and customer's emotions and respond in an appropriate way.
They can even imitate different intonations and make pauses. For example, voice agents by Neuro.net
can hardly be distinguished from a real person – only 1% of customers were able to do that.