CRM Customer Journeys Customer Service Representative Virtual Agent 
CSM Magazine
AUGUST 19, 2016
Virtual assistant technology can also connect to customer data in CRM systems, meaning account specific questions can be answered. Monitor and Measure: Live chat can show you where customers need to get help in the purchasing journey. About the Author. George Skaff is CMO at TouchCommerce.
NobelBiz
JANUARY 10, 2021
A chatbot, also known as an intelligent virtual agent, is a program that can do activities independently while communicating with humans over a communication channel. Typically, contact centers would use a chatbot to increase sales or improve customer service via messaging services or boost their communication channel presence.
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