Like the Virtual Expert, the Virtual Assistant can leverage on an underlying KB in order to manage customer interactions: unknown intents, i.e. customer intents that are not automatically recognized, might be managed, in the first place, by querying the KB and then, if it is necessary, might be handed off to human operators. Instead customer intents that are recognized can trigger automated business processes, e.g. book an appointment, schedule a meeting, tell the customer the details of an order he placed and its the shipping status, etc