A Virtual Expert (VE) can be used on behalf of human operators to manage customer interactions. Indeed, if this option is enabled at channel level, all the requests coming from customers, from that specific inbound channe, will be redirected towards the Virtual Expert defined for the organization, without involving human operators. A Virtual Expert can leverage on an underlying Knowledge Base that, for instance, could be fed with the FAQs coming from your customers. In this way, an high percentage of customer inquiries will be replied without the need to be handed off to human operators.
For additional details about how design your Virtual Expert, see here.