A virtual agent -- sometimes called an intelligent virtual agent, virtual rep or chatbot -- is a software program that uses scripted rules and, increasingly, artificial intelligence (AI) applications to provide automated service or guidance to humans.

Luckily, customer self-service bots for online shopping are a great solution to a hassle-free buyer's journey and help to replicate the in-store experience of an assistant attending to customers. They ensure an effortless experience across many channels and throughout the whole process.