Digital Capgemini: Capping IT Off

Human Empathy in Virtual Customer Assistants – Can Virtual Customer Agents have more empathy than humans? Part 2 / 3 VPA, VEA and VCA


Xavier Chelladurai

March 30, 2017

Virtual Executive Assistant (VEA)

Employees use VPAs so that the Virtual Executive Assistant (VEA) may gain access to important and official data about worker efficiency.  Employees who use VPAs do so in order to maintain a flow of official data to company systems. In fact, IDC analyst David Schubmehl reports that by 2019, 75% of workers who use enterprise applications for daily tasks will involve intelligent Virtual Assistants to augment their skills and expertise.

Virtual Customer Assistant (VCA)

The Virtual Assistants used to support end customers are called Virtual Customer Agents (VCA). A VCA is a software robot deployed in the enterprise cloud and constitutes a fully independent, virtual employee: it has its own employee ID, name, email ID, phone number, instant messenger, and behaves exactly like a human employee. Customers can communicate with the VCA through email, chat (IM) or voice call. VCAs use either a voicebot or a chatbot to communicate with the customer.  A Voicebot is a speech recognition system and chatbots are NLP-enabled systems that use instant messenger chat as the main channel of communication. IPSoft reports that they have implemented their virtual agent Amelia in the Nordic bank SEB for IT service desk support and leverages their knowledge base by  successfully supporting select IT operations and answering questions such as “How do I order remote access?”

 The following table shows a comparison of VPA, VEA and VCA







Location of Installation

Personal Device of the Individual

Official Device of the Employee

Enterprise Cloud



Uses the personal email ID, chat, mobile

Uses the official email, phone, and chat of the employee

VCA has a email ID, phone extension number, mobile number, IM like a real employee


Local Resource

Personal Device

Company ERP and other knowledge base

Company ERP and other knowledge base


Public resource






Speech Recognition

Speech Recognition

Chat bot (NLP)

Voice bot (Speech Recognition)

Human Empathy

Machine Learning


This article was written by Xavier Chelladurai from Capgemini: Capping IT Off and was legally licensed through the NewsCred publisher network. Please direct all licensing questions to

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