What is the difference between a virtual agent and agent assist?
A virtual agent interacts directly with the customer and may resolve or route the interaction. Agent assist works behind the scenes with a human employee and provides real-time guidance while the employee remains responsible for the interaction.
In practical terms
The two patterns can work together. A virtual agent can authenticate a customer, collect intent, answer routine questions, and hand the interaction to a person. Agent assist can then use the carried-forward context to help that person resolve the more complex part of the case.