1. What Is the Core Purpose of the Virtual Agent?

Define Your Main Goals

Clarify if your agent will handle customer service, lead generation, or internal tasks.

Set Success Metrics

Choose KPIs that align with your business goals, like response time, resolution rate, or conversion improvements.

Understand Scope Limits

Know what your agent should not handle to avoid overextending its capabilities.

2. How Customizable Is the Agent?

Personality & Tone

Ensure the agent matches your brand’s voice and style.

Workflow Flexibility

Look for systems that let you edit conversation flows and logic easily.

Multimodal Training

Check if you can upload documents, videos, and more to train the agent without needing technical expertise.

3. How Does It Handle Follow-Ups?

Proactive Outreach

See if the agent can follow up with users on its own, not just respond passively.

Tone Awareness

Confirm that it can recognize when a user is busy and re-engage later.

Persistence Over Time

Ask how long and how often it can continue a conversation across days, weeks, or months.

4. What Integrations Are Available?

Platform Compatibility

Review the integrations list for CRM, payment systems, and task management tools.

Actionable Tasks

Ensure the agent can do things like process refunds or book appointments, not just chat.

Real-Time Sync

Confirm that data stays updated across all systems during and after interactions.

5. How Are Escalations Handled?

Seamless Transfers

Ask if it can transfer conversations to other virtual agents or humans without losing context.

Multi-Agent Collaboration

Check if multiple virtual agents can work together as part of a larger team.

Full Context Carryover

Ensure that customers don’t need to repeat themselves after escalation.

6. What Channels Does It Support?

Omnichannel Capabilities

Look for coverage across webchat, email, SMS, and voice.

Unified User Profiles

Confirm that conversations remain consistent across channels.

24/7 Availability

Ensure it can serve customers at any time of day, regardless of channel.

7. How Does It Avoid Hallucinations?

Grounding Techniques

Ask if it uses internal checks to verify its own responses.

Confidence Scores

See if it measures how certain it is before giving an answer.

Multi-Layer LLMs

Check whether it connects different LLM layers to fact-check in real-time.

8. What Insights Will I Get?

Conversation Analytics

Review what reporting tools are available to understand agent performance.

Actionable Intelligence

Ask if it provides summaries of what matters most to your business.

Regular Check-ins

Look for systems that let you monitor and optimize performance like you would with a top employee.

9. How Scalable Is the Solution?

Cost Efficiency

Understand how pricing changes as your usage grows.

Performance Under Load

Confirm that the agent can handle spikes in traffic without degrading quality.

Expansion Potential

Ask if you can deploy more agents across different departments or regions easily.

10. What Support Is Available?

Onboarding Help

Ensure there’s guidance during your initial setup and deployment.

Ongoing Strategy

Look for providers that offer regular strategy calls to keep improving your agent.

Fast Issue Resolution

Check response times for tech support if problems arise.