Virtual Agent

SysAid’s Glossary of Terms

Overview

A virtual agent, also known as a chatbot, is an artificial intelligence-driven software application designed to interact with users and provide automated assistance.
What Is a Virtual Agent?

A virtual agent uses natural language processing to understand and respond to user queries or requests in a conversational manner, enhancing customer support and service delivery.
How Does a Virtual Agent Work?

Virtual agents use pre-defined responses, AI algorithms, and machine learning to interpret user inputs and provide relevant information or perform tasks.
Why Use a Virtual Agent & What Is Its Importance?

Virtual agents improve customer service efficiency by providing instant responses, freeing up human agents for more complex tasks, and offering round-the-clock assistance.
SysAid’s Solution For Virtual Agents

SysAid’s ITSM platform integrates virtual agent capabilities, allowing organizations to deploy AI-powered chatbots to enhance their service desk operations and improve user experience.

Back to Glossary

img.wp-smiley,img.emoji{display:inline !important;border:none !important;box-shadow:none !important;height:1em !important;width:1em !important;margin:0 .07em !important;vertical-align:-.1em !important;background:none !important;padding:0 !important;}.wp-block-audio figcaption{color:#555;font-size:13px;text-align:center;}.is-dark-theme .wp-block-audio figcaption{color:hsla(0,0%,100%,.65);}.wp-block-audio{margin:0 0 1em;}.wp-block-code{border:1px solid #ccc;border-radius:4px;font-family:Menlo,Consolas,monaco,monospace;padding:.8em 1em;}.wp-block-embed figcaption{color:#555;font-size:13px;text-align:center;}.is-dark-theme .wp-block-embed figcaption{color:hsla(0,0%,100%,.65);}.wp-block-embed{margin:0 0 1em;}.blocks-gallery-caption{color:#555;font-size:13px;text-align:center;}.is-dark-theme .blocks-gallery-caption{color:hsla(0,0%,100%,.65);}.wp-block-image figcaption{color:#555;font-size:13px;text-align:center;}.is-dark-theme .wp-block-image figcaption{color:hsla(0,0%,100%,.65);}.wp-block-image{margin:0 0 1em;}.wp-block-pullquote{border-bottom:4px solid;border-top:4px solid;color:currentColor;margin-bottom:1.75em;}.wp-block-pullquote cite,.wp-block-pullquote footer,.wp-block-pullquote__citation{color:currentColor;font-size:.8125em;font-style:normal;text-transform:uppercase;}.wp-block-quote{border-left:.25em solid;margin:0 0 1.75em;padding-left:1em;}.wp-block-quote cite,.wp-block-quote footer{color:currentColor;font-size:.8125em;font-style:normal;position:relative;}.wp-block-quote.has-text-align-right{border-left:none;border-right:.25em solid;padding-left:0;padding-right:1em;}.wp-block-quote.has-text-align-center{border:none;padding-left:0;}.wp-block-quote.is-large,.wp-block-quote.is-style-large,.wp-block-quote.is-style-plain{border:none;}.wp-block-search .wp-block-search__label{font-weight:700;}.wp-block-search__button{border:1px solid #ccc;padding:.375em .625em;}:where(.wp-block-group.has-background){padding:1.25em 2.375em;}.wp-block-separator.has-css-opacity{opacity:.4;}.wp-block-separator{border:none;border-bottom:2px solid;margin-left:auto;margin-right:auto;}.wp-block-separator.has-alpha-channel-opacity{opacity:1;}.wp-block-separator:not(.is-style-wide):not(.is-style-dots){width:100px;}.wp-block-separator.has-background:not(.is-style-dots){border-bottom:none;height:1px;}.wp-block-separator.has-background:not(.is-style-wide):not(.is-style-dots){height:2px;}.wp-block-table{margin:0 0 1em;}.wp-block-table td,.wp-block-table th{word-break:normal;}.wp-block-table figcaption{color:#555;font-size:13px;text-align:center;}.is-dark-theme .wp-block-table figcaption{color:hsla(0,0%,100%,.65);}.wp-block-video figcaption{color:#555;font-size:13px;text-align:center;}.is-dark-theme .wp-block-video figcaption{color:hsla(0,0%,100%,.65);}.wp-block-video{margin:0 0 1em;}.wp-block-template-part.has-background{margin-bottom:0;margin-top:0;padding:1.25em 2.375em;}.safe-svg-cover{text-align:center;}.safe-svg-cover .safe-svg-inside{display:inline-block;max-width:100%;}.safe-svg-cover svg{height:100%;max-height:100%;max-width:100%;width:100%;}ul.filebird-block-filebird-gallery{margin:auto !important;padding:0 !important;width:100%;}ul.filebird-block-filebird-gallery.layout-grid{display:grid;grid-gap:20px;align-items:stretch;grid-template-columns:repeat(var(--columns),1fr);justify-items:stretch;}ul.filebird-block-filebird-gallery.layout-grid li img{border:1px solid #ccc;box-shadow:2px 2px 6px 0 rgba(0,0,0,.3);height:100%;max-width:100%;-o-object-fit:cover;object-fit:cover;width:100%;}ul.filebird-block-filebird-gallery.layout-masonry{-moz-column-count:var(--columns);-moz-column-gap:var(--space);column-gap:var(--space);-moz-column-width:var(--min-width);columns:var(--min-width) var(--columns);display:block;overflow:auto;}ul.filebird-block-filebird-gallery.layout-masonry li{margin-bottom:var(--space);}ul.filebird-block-filebird-gallery li{list-style:none;}ul.filebird-block-filebird-gallery li figure{height:100%;margin:0;padding:0;position:relative;width:100%;}ul.filebird-block-filebird-gallery li figure figcaption{background:linear-gradient(0deg,rgba(0,0,0,.7),rgba(0,0,0,.3) 70%,transparent);bottom:0;box-sizing:border-box;color:#fff;font-size:.8em;margin:0;max-height:100%;overflow:auto;padding:3em .77em .7em;position:absolute;text-align:center;width:100%;z-index:2;}ul.filebird-block-filebird-gallery li figure figcaption a{color:inherit;}.wp-block-button__link{color:#fff;background-color:#32373c;border-radius:9999px;box-shadow:none;text-decoration:none;padding:calc(.667em + 2px) calc(1.333em + 2px);font-size:1.125em;}.wp-block-file__button{background:#32373c;color:#fff;text-decoration:none;}body{--wp--preset--color--black:#000;--wp--preset--color--cyan-bluish-gray:#abb8c3;--wp--preset--color--white:#fff;--wp--preset--color--pale-pink:#f78da7;--wp--preset--color--vivid-red:#cf2e2e;--wp--preset--color--luminous-vivid-orange:#ff6900;--wp--preset--color--luminous-vivid-amber:#fcb900;--wp--preset--color--light-green-cyan:#7bdcb5;--wp--preset--color--vivid-green-cyan:#00d084;--wp--preset--color--pale-cyan-blue:#8ed1fc;--wp--preset--color--vivid-cyan-blue:#0693e3;--wp--preset--color--vivid-purple:#9b51e0;--wp--preset--color--material-red:#000;--wp--preset--color--material-pink:#000;--wp--preset--color--material-purple:#000;--wp--preset--color--material-deep-purple:#000;--wp--preset--color--material-indigo:#000;--wp--preset--color--material-blue:#000;--wp--preset--color--material-light-blue:#000;--wp--preset--color--material-cyan:#000;--wp--preset--color--material-teal:#000;--wp--preset--color--material-green:#000;--wp--preset--color--material-light-green:#000;--wp--preset--color--material-lime:#000;--wp--preset--color--material-yellow:#000;--wp--preset--color--material-amber:#000;--wp--preset--color--material-orange:#000;--wp--preset--color--material-deep-orange:#000;--wp--preset--color--material-brown:#000;--wp--preset--color--material-grey:#000;--wp--preset--color--material-blue-grey:#000;--wp--preset--gradient--vivid-cyan-blue-to-vivid-purple:linear-gradient(135deg,rgba(6,147,227,1) 0%,#9b51e0 100%);--wp--preset--gradient--light-green-cyan-to-vivid-green-cyan:linear-gradient(135deg,#7adcb4 0%,#00d082 100%);--wp--preset--gradient--luminous-vivid-amber-to-luminous-vivid-orange:linear-gradient(135deg,rgba(252,185,0,1) 0%,rgba(255,105,0,1) 100%);--wp--preset--gradient--luminous-vivid-orange-to-vivid-red:linear-gradient(135deg,rgba(255,105,0,1) 0%,#cf2e2e 100%);--wp--preset--gradient--very-light-gray-to-cyan-bluish-gray:linear-gradient(135deg,#eee 0%,#a9b8c3 100%);--wp--preset--gradient--cool-to-warm-spectrum:linear-gradient(135deg,#4aeadc 0%,#9778d1 20%,#cf2aba 40%,#ee2c82 60%,#fb6962 80%,#fef84c 100%);--wp--preset--gradient--blush-light-purple:linear-gradient(135deg,#ffceec 0%,#9896f0 100%);--wp--preset--gradient--blush-bordeaux:linear-gradient(135deg,#fecda5 0%,#fe2d2d 50%,#6b003e 100%);--wp--preset--gradient--luminous-dusk:linear-gradient(135deg,#ffcb70 0%,#c751c0 50%,#4158d0 100%);--wp--preset--gradient--pale-ocean:linear-gradient(135deg,#fff5cb 0%,#b6e3d4 50%,#33a7b5 100%);--wp--preset--gradient--electric-grass:linear-gradient(135deg,#caf880 0%,#71ce7e 100%);--wp--preset--gradient--midnight:linear-gradient(135deg,#020381 0%,#2874fc 100%);--wp--preset--font-size--small:13px;--wp--preset--font-size--medium:20px;--wp--preset--font-size--large:36px;--wp--preset--font-size--x-large:42px;--wp--preset--font-size--xs:12px;--wp--preset--font-size--s:16px;--wp--preset--font-size--m:18px;--wp--preset--font-size--l:24px;--wp--preset--font-size--xl:32px;--wp--preset--spacing--20:.44rem;--wp--preset--spacing--30:.67rem;--wp--preset--spacing--40:1rem;--wp--preset--spacing--50:1.5rem;--wp--preset--spacing--60:2.25rem;--wp--preset--spacing--70:3.38rem;--wp--preset--spacing--80:5.06rem;--wp--preset--shadow--natural:6px 6px 9px rgba(0,0,0,.2);--wp--preset--shadow--deep:12px 12px 50px rgba(0,0,0,.4);--wp--preset--shadow--sharp:6px 6px 0px rgba(0,0,0,.2);--wp--preset--shadow--outlined:6px 6px 0px -3px rgba(255,255,255,1),6px 6px rgba(0,0,0,1);--wp--preset--shadow--crisp:6px 6px 0px rgba(0,0,0,1);}:where(.is-layout-flex){gap:.5em;}:where(.is-layout-grid){gap:.5em;}body .is-layout-flow > .alignleft{float:left;margin-inline-start:0;margin-inline-end:2em;}body .is-layout-flow > .alignright{float:right;margin-inline-start:2em;margin-inline-end:0;}body .is-layout-flow > .aligncenter{margin-left:auto !important;margin-right:auto !important;}body .is-layout-constrained > .alignleft{float:left;margin-inline-start:0;margin-inline-end:2em;}body .is-layout-constrained > .alignright{float:right;margin-inline-start:2em;margin-inline-end:0;}body .is-layout-constrained > .aligncenter{margin-left:auto !important;margin-right:auto !important;}body .is-layout-constrained > :where(:not(.alignleft):not(.alignright):not(.alignfull)){max-width:var(--wp--style--global--content-size);margin-left:auto !important;margin-right:auto !important;}body .is-layout-constrained > .alignwide{max-width:var(--wp--style--global--wide-size);}body .is-layout-flex{display:flex;}body .is-layout-flex{flex-wrap:wrap;align-items:center;}body .is-layout-flex > *{margin:0;}body .is-layout-grid{display:grid;}body .is-layout-grid > *{margin:0;}:where(.wp-block-columns.is-layout-flex){gap:2em;}:where(.wp-block-columns.is-layout-grid){gap:2em;}:where(.wp-block-post-template.is-layout-flex){gap:1.25em;}:where(.wp-block-post-template.is-layout-grid){gap:1.25em;}.has-black-color{color:var(--wp--preset--color--black) !important;}.has-cyan-bluish-gray-color{color:var(--wp--preset--color--cyan-bluish-gray) !important;}.has-white-color{color:var(--wp--preset--color--white) !important;}.has-pale-pink-color{color:var(--wp--preset--color--pale-pink) !important;}.has-vivid-red-color{color:var(--wp--preset--color--vivid-red) !important;}.has-luminous-vivid-orange-color{color:var(--wp--preset--color--luminous-vivid-orange) !important;}.has-luminous-vivid-amber-color{color:var(--wp--preset--color--luminous-vivid-amber) !important;}.has-light-green-cyan-color{color:var(--wp--preset--color--light-green-cyan) !important;}.has-vivid-green-cyan-color{color:var(--wp--preset--color--vivid-green-cyan) !important;}.has-pale-cyan-blue-color{color:var(--wp--preset--color--pale-cyan-blue) !important;}.has-vivid-cyan-blue-color{color:var(--wp--preset--color--vivid-cyan-blue) !important;}.has-vivid-purple-color{color:var(--wp--preset--color--vivid-purple) !important;}.has-black-background-color{background-color:var(--wp--preset--color--black) !important;}.has-cyan-bluish-gray-background-color{background-color:var(--wp--preset--color--cyan-bluish-gray) !important;}.has-white-background-color{background-color:var(--wp--preset--color--white) !important;}.has-pale-pink-background-color{background-color:var(--wp--preset--color--pale-pink) !important;}.has-vivid-red-background-color{background-color:var(--wp--preset--color--vivid-red) !important;}.has-luminous-vivid-orange-background-color{background-color:var(--wp--preset--color--luminous-vivid-orange) !important;}.has-luminous-vivid-amber-background-color{background-color:var(--wp--preset--color--luminous-vivid-amber) !important;}.has-light-green-cyan-background-color{background-color:var(--wp--preset--color--light-green-cyan) !important;}.has-vivid-green-cyan-background-color{background-color:var(--wp--preset--color--vivid-green-cyan) !important;}.has-pale-cyan-blue-background-color{background-color:var(--wp--preset--color--pale-cyan-blue) !important;}.has-vivid-cyan-blue-background-color{background-color:var(--wp--preset--color--vivid-cyan-blue) !important;}.has-vivid-purple-background-color{background-color:var(--wp--preset--color--vivid-purple) !important;}.has-black-border-color{border-color:var(--wp--preset--color--black) !important;}.has-cyan-bluish-gray-border-color{border-color:var(--wp--preset--color--cyan-bluish-gray) !important;}.has-white-border-color{border-color:var(--wp--preset--color--white) !important;}.has-pale-pink-border-color{border-color:var(--wp--preset--color--pale-pink) !important;}.has-vivid-red-border-color{border-color:var(--wp--preset--color--vivid-red) !important;}.has-luminous-vivid-orange-border-color{border-color:var(--wp--preset--color--luminous-vivid-orange) !important;}.has-luminous-vivid-amber-border-color{border-color:var(--wp--preset--color--luminous-vivid-amber) !important;}.has-light-green-cyan-border-color{border-color:var(--wp--preset--color--light-green-cyan) !important;}.has-vivid-green-cyan-border-color{border-color:var(--wp--preset--color--vivid-green-cyan) !important;}.has-pale-cyan-blue-border-color{border-color:var(--wp--preset--color--pale-cyan-blue) !important;}.has-vivid-cyan-blue-border-color{border-color:var(--wp--preset--color--vivid-cyan-blue) !important;}.has-vivid-purple-border-color{border-color:var(--wp--preset--color--vivid-purple) !important;}.has-vivid-cyan-blue-to-vivid-purple-gradient-background{background:var(--wp--preset--gradient--vivid-cyan-blue-to-vivid-purple) !important;}.has-light-green-cyan-to-vivid-green-cyan-gradient-background{background:var(--wp--preset--gradient--light-green-cyan-to-vivid-green-cyan) !important;}.has-luminous-vivid-amber-to-luminous-vivid-orange-gradient-background{background:var(--wp--preset--gradient--luminous-vivid-amber-to-luminous-vivid-orange) !important;}.has-luminous-vivid-orange-to-vivid-red-gradient-background{background:var(--wp--preset--gradient--luminous-vivid-orange-to-vivid-red) !important;}.has-very-light-gray-to-cyan-bluish-gray-gradient-background{background:var(--wp--preset--gradient--very-light-gray-to-cyan-bluish-gray) !important;}.has-cool-to-warm-spectrum-gradient-background{background:var(--wp--preset--gradient--cool-to-warm-spectrum) !important;}.has-blush-light-purple-gradient-background{background:var(--wp--preset--gradient--blush-light-purple) !important;}.has-blush-bordeaux-gradient-background{background:var(--wp--preset--gradient--blush-bordeaux) !important;}.has-luminous-dusk-gradient-background{background:var(--wp--preset--gradient--luminous-dusk) !important;}.has-pale-ocean-gradient-background{background:var(--wp--preset--gradient--pale-ocean) !important;}.has-electric-grass-gradient-background{background:var(--wp--preset--gradient--electric-grass) !important;}.has-midnight-gradient-background{background:var(--wp--preset--gradient--midnight) !important;}.has-small-font-size{font-size:var(--wp--preset--font-size--small) !important;}.has-medium-font-size{font-size:var(--wp--preset--font-size--medium) !important;}.has-large-font-size{font-size:var(--wp--preset--font-size--large) !important;}.has-x-large-font-size{font-size:var(--wp--preset--font-size--x-large) !important;}.wp-block-navigation a:where(:not(.wp-element-button)){color:inherit;}:where(.wp-block-post-template.is-layout-flex){gap:1.25em;}:where(.wp-block-post-template.is-layout-grid){gap:1.25em;}:where(.wp-block-columns.is-layout-flex){gap:2em;}:where(.wp-block-columns.is-layout-grid){gap:2em;}.wp-block-pullquote{font-size:1.5em;line-height:1.6;}.a-stats{--akismet-color-mid-green:#357b49;--akismet-color-white:#fff;--akismet-color-light-grey:#f6f7f7;max-width:350px;width:auto;}.a-stats *{all:unset;box-sizing:border-box;}.a-stats strong{font-weight:600;}.a-stats a.a-stats__link,.a-stats a.a-stats__link:visited,.a-stats a.a-stats__link:active{background:var(--akismet-color-mid-green);border:none;box-shadow:none;border-radius:8px;color:var(--akismet-color-white);cursor:pointer;display:block;font-family:-apple-system,BlinkMacSystemFont,"Segoe UI","Roboto","Oxygen-Sans","Ubuntu","Cantarell","Helvetica Neue",sans-serif;font-weight:500;padding:12px;text-align:center;text-decoration:none;transition:all .2s ease;}.widget .a-stats a.a-stats__link:focus{background:var(--akismet-color-mid-green);color:var(--akismet-color-white);text-decoration:none;}.a-stats a.a-stats__link:hover{filter:brightness(110%);box-shadow:0 4px 12px rgba(0,0,0,.06),0 0 2px rgba(0,0,0,.16);}.a-stats .count{color:var(--akismet-color-white);display:block;font-size:1.5em;line-height:1.4;padding:0 13px;white-space:nowrap;}.recentcomments a{display:inline !important;padding:0 !important;margin:0 !important;}.b-gallery-blocks__item-entry ul li::before{width:16px;height:16px;top:7px;}.b-gallery-blocks__item-entry ul li:first-child::before{top:14px;}#c-modal_13090.c-modal--style-form .modal-content{background:url("https://cdn-ccchn.nitrocdn.com/eoxXytShChgscESECFYcqdYPaOaOGMwn/assets/images/optimized/rev-3f58822/cdn.sysaid.com/wp-content/uploads/gradient-pattern-bg-2.png") !important;background-size:cover !important;border-radius:25px;text-align:center;}#c-modal_13090.c-modal .form-native .submit{background:#deff00 !important;font-weight:400;color:#333;}#c-modal_13090.c-modal .form-native .submit:hover{background:#cae516 !important;}#c-modal_13090.c-modal .form-native .gdpr-concent{text-align:center !important;}#c-modal_13090.c-modal--style-form .modal-header .close{background-image:url("https://cdn-ccchn.nitrocdn.com/eoxXytShChgscESECFYcqdYPaOaOGMwn/assets/images/optimized/rev-3f58822/cdn.sysaid.com/wp-content/uploads/close.png") !important;width:25px;height:25px;filter:invert(.7);}#c-modal_13090.c-modal--style-form .modal-header .close.nitro-lazy{background-image:none !important;}.c-announcement-bar.c-announcement-bar--bottom .c-button-collection a{background:#deff00 !important;border-radius:3.125rem;color:#333;font-family:"Figtree",sans-serif;}@media (max-width: 991px){.article-news__head{padding-top:160px !important;}}.has-badge-new{position:relative;padding-right:50px;}.has-badge-new::before{content:"";position:absolute;right:0;top:0;width:50px;height:20px;background-image:url("https://cdn-ccchn.nitrocdn.com/eoxXytShChgscESECFYcqdYPaOaOGMwn/assets/images/optimized/rev-3f58822/cdn.sysaid.com/wp-content/uploads/badge-trending.png");background-repeat:no-repeat;background-position:center;background-size:contain;}.header__actions .c-button-collection .c-button-collection__item+.c-button-collection__item{display:none;}.post-password-form{background:#649f8d;padding:223px 160px 1px;margin:0 auto;color:#fff;}.schema-faq{display:flex;flex-direction:column;gap:2rem;}.nav-utils li.prominent>a{background:none !important;padding:0 !important;}header.header.header--sticky{background-color:#fff;}header.header{background-color:#143226;}header.header.header--sticky .btn-nav{color:#333 !important;}header.header .btn-nav{color:#fff !important;}header .header__body{border-bottom:0;justify-content:flex-start;gap:4rem;}header.header--short .header__body{justify-content:space-between;}@media (max-width: 992px){header.header--short .header__body{justify-content:center;}}@media (max-width: 1220px){header .header__body{justify-content:space-between;gap:2rem;}}header .header__action .c-button-collection{margin-top:0;}header.header:not(.header--short) .header__menu{flex:1;}header .header__menu-container{padding:0;display:flex;justify-content:space-between;width:100%;}@media (min-width: 1221px){header.header--white .nav-main > .menu-item-has-children::after,header.header--sticky .nav-main > .menu-item-has-children::after{filter:brightness(0);}}@media (max-width: 1220px){.header__menu{background:#143226;}.nav>.menu-item--active:not(:last-of-type):before{border-color:#deff00 !important;}header .header__menu{background-color:#122d21;}header .header__body{justify-content:space-between;gap:2rem;}}@media (min-width: 1220px){.nav-main>li{margin-left:0 !important;}}.btn-theme-link{font-size:14px;}.btn-theme-link,.second-font{font-family:"Besley",serif !important;font-style:italic !important;}.second-color{color:#deff00 !important;}.b-cta .c-button-collection{text-align:center;}.b-tabs-new .b-tabs-new__item ul.check li{position:relative;list-style:none;margin-bottom:20px;}.b-tabs-new .b-tabs-new__item ul.check li::before{content:"";position:absolute;left:-32px;top:0;width:25px;height:25px;background-image:url("https://cdn-ccchn.nitrocdn.com/eoxXytShChgscESECFYcqdYPaOaOGMwn/assets/images/optimized/rev-3f58822/cdn.sysaid.com/wp-content/uploads/check-v2.png");background-position:center;background-repeat:no-repeat;}.footer__main__small p{color:#fff !important;}