The ultimate goal of any chatbot is to make the customers believe that they are conversing with a real person. That might or might not be possible, depending on the effort put into the bot’s development and on the sophistication of the customer, but Power Virtual Agents includes AI capabilities that allow it to engage the customer in realistic exchanges.
For example, the phrases that the developer supplies—the phrases that the customer can use in the conversation with the bot—might include “help me,” “I need help,” and many others. However, there are any number of other variations that a customer might also use, which the developer could not possibly anticipate. By supplying Power Virtual Agents with a selection of common phrases, it uses AI to extrapolate others and accommodate many of the alternatives that customers might supply.