What Is the Difference Between a Virtual Agent and a Virtual Assistant?

Before the COVID-19 pandemic, only a few companies adopted remote work. Nowadays, it has become the norm. With more and more companies embracing remote work, it is evident that it is more than just a concept – it is actually doable.

Enter virtual assistants (VAs) – the savvy office secretaries of the digital age. In the real estate space, Real Estate Virtual Assistants perform a vast range of tasks. This can include administrative functions down to specialized project management. They do it all without even setting foot in a physical office.

Through the years, VAs have become more than a cost-saving option for startups. They have also become indispensable members of large corporations. According to Zippia, 49% of companies with over one thousand employees hire VAs.

In modern business operations, “virtual assistant” and “virtual agent” are sometimes used interchangeably. This leads to confusion about their distinct functionalities and roles. In this article, we will explore the differences between the two.

Join us as we explore the exciting world of virtual assistants and virtual agents. Together, let’s discover how they can take your real estate business to the next level. 

What Is a Virtual Agent?

Virtual agents are also known as digital assistants or intelligent virtual assistants (IVA). They use scripted rules and artificial intelligence to provide automation to customers. IVAs enhance the customer experience by providing fast responses and 24×7 support. Many of today’s customers resort to live chat environments, phone calls, and online knowledge bases when finding answers to common queries.

For instance, they might inquire about the status of their order or cancel a transaction. For recurrent transactions, it’s counterproductive to have a live agent manage them. So rather than having human agents handle repetitive queries, contact centers use virtual agents. These bots provide customer service by providing answers to repetitive and straightforward questions.

One of the earliest examples of a virtual agent is the interactive voice response or the IVR. IVRs give callers a menu of automated prompts. They are then routed to the most relevant resource. Typically, the call is routed to a live human or a more sophisticated virtual agent.

How Do Virtual Agents Work?

Virtual agents are AI-powered software programs that can automate communication with users. They provide assistance using machine learning and natural language processing (NLP). Here’s a quick look at how virtual agents work:

Natural Language Processing (NLP)

This is the backbone of virtual agents. It enables them to interpret, understand, and respond to human language.

AI and Machine Learning

Machine learning helps agents improve their responses to interactions. The continuous learning process helps them become more effective in responding to queries.

Knowledge Base Integration

Virtual agents come with a database. This contains information that is relevant to the questions they receive. The knowledge base can include user manuals, product details, and Frequently Answered Questions (FAQs).

Integration with Backend Systems

There are tasks that go beyond providing basic information. To manage these, virtual agents have backend systems. This can include systems like ERP, CRM, and e-commerce platforms. 

Virtual Agents vs. Chatbots

Chatbots and virtual agents are AI-driven technologies that automate communication processes and interact with users. While they have similarities, they have distinct differences in functionality, application, and complexity.

Between the two, virtual agents are more versatile and sophisticated. They use advanced natural language processing (NLP) to understand user queries.

They also handle complex interactions and provide personalized responses. Virtual agents can integrate with backend systems, allowing them to do certain tasks like processing transactions, retrieving account information, and scheduling appointments.

Chatbots are more limited in functionality and scope since they function based on predefined scripts which are often used to handle straightforward tasks. They can effectively answer simple queries like information about store hours or FAQs.

One of the main differences between the two is in their ability to process language. Virtual agents use NLP to understand the nuances of human language like context, user intent, and idioms.

In contrast, chatbots rely primarily on predetermined responses and keywords. This makes their interactions less intuitive and more mechanical. This limitation results in a less satisfying experience when dealing with nuanced queries.

What Is a Virtual Assistant?

Virtual assistants are independent contractors that provide administrative services while working remotely. VAs handle tasks that include managing emails, scheduling appointments, and making travel arrangements.

Some online assistants also offer specialized services. They do marketing services, graphic design, blog writing, social media, and bookkeeping. For many employers, one of the benefits of hiring a VA is the flexibility to only avail of the services they need.

Below are the common tasks and responsibilities of remote assistants:

• Administrative Tasks: This includes file management, scheduling, data entry, and email management.
• Customer Service: This covers processing orders, handling inquiries, and making follow-ups.
• Marketing Support: This includes email campaigns, content creation, search engine optimization (SEO), and social media management.
• Lead Generation: Under this, we have research, outreach, and follow-ups.
• Technical Support: Tech support includes troubleshooting and website maintenance.
• Financial Tasks: Under this, we have budgeting, financial reporting, and bookkeeping.
• Project Management: This covers timeline management, task coordination, and reporting.
• Specialized Services: This includes video editing, translation, and graphic design.

Virtual Assistants vs. Virtual Agents

In digital interaction and remote work, businesses leverage virtual agents and online assistants. They outsource to enhance customer service and streamline operations. While both roles are essential, they provide unique benefits and serve various purposes. Let’s take a comparative look at these two innovative options:

Nature of Interaction

Virtual agents: Interactions are automated, based on NLP and AI technology.

Remote assistants: Personalized and adaptable services and real human interactions.

Scope of Tasks

Virtual agents: Focuses on support, customer service, and simple transactional tasks.

Remote assistants: Performs a wide range of creative, technical, and administrative tasks.

Flexibility and Customization

Virtual agents: Limited to the scope of their learning capabilities and programming.

Remote assistants: High level of flexibility and customization. Can adapt to the unique needs of the business.

Scalability and Availability

Virtual agents: Available 24/7 and handle large volumes of simultaneous interactions.

Remote assistants: Availability depends on the capacity and working hours. This is scalable with more hires.

Cost

Virtual agents: More cost-effective for handling high-volume and repetitive tasks.

Remote assistants: May be more expensive because of the need for human labor.

What Does a Virtual Assistant Do?

In the real estate industry, VAs provide critical support to real estate professionals. They offer a range of services that enhance efficiency and productivity. Moreover, they work in remote setups and use technology to handle tasks that would take time and resources.

One of the main roles of VAs is administrative support, which includes organizing calendars, scheduling appointments, and managing emails. They ensure a real estate agent’s day is optimal so they can build client relationships and close more deals.

Lead generation is another critical area where they can add value. For starters, they research potential leads and start contact through calls or emails. They also track leads in a CRM system so no prospects slip through the cracks.

In summary, real estate VAs can enhance an agent’s work value. They can help maintain client relationships, manage their workload, and grow their business. With their help, agents can focus on what they do best: sell properties and serve clients.

Business Benefits of Virtual Assistants

Online assistants provide a multitude of benefits apart from enhancing cost-effectiveness, productivity, and efficiency. 

Cost savings is one of the enticing benefits of hiring an online assistant. Unlike in-house employees, they work in remote setups and get hired on a project or part-time basis. This eliminates training, benefits, and other overhead costs.

They also boost productivity by handling time-consuming and routine tasks. This gives core team members time to focus on activities that drive business growth. Common tasks they manage include administrative duties, scheduling, and data entry.

Scalability is effortless when working with remote assistants. They provide scalable solutions so businesses can decrease or increase their workforce. This is something you can do without worrying about long-term commitments.

How Can Virtual Assistants Help Real Estate Professionals? 

VAs support real estate agents by handling tasks that enhance efficiency and productivity. Some of the tasks include:

Administrative Support

They schedule appointments, organize calendars, and manage emails. Case in point: they send reminders and set up property showings. Online assistants ensure agents stay on top of their schedules.

Lead Generation and Management

They identify leads and track them in the CRM. Case in point: they reach out to prospects then follow up and nurture potential leads.

Listing Management

VAs create (and update) property listings posted on various platforms. Case in point: they write descriptions and upload property photos. They also ensure listings are accurate and up-to-date.

Marketing Support

Virtual assistants handle email campaigns, marketing materials, and social media accounts. Case in point: a VA can design flyers for open houses to keep clients and prospects informed and engaged.

Client Communication

Remote assistants provide information and respond to inquiries. They are also tasked with following up with clients. Case in point: after a property viewing, virtual assistants can answer questions from clients and send thank-you emails afterward.

Bookkeeping

They manage invoices, prepare reports, and track expenses. Case in point: real estate assistants can keep records of commissions and transactions. It helps in the effective management of the agent’s finances. 

Tips to Get Started with Hiring a Virtual Assistant

Looking to hire a VA? Below are some tips to ensure the process is smooth sailing:

1. Assess Your Needs

Create a list of time-consuming tasks you can delegate. Understanding your needs can help you find a professional with the right skills.

2. Define the Role

Outline a job description detailing their responsibilities. Also include the experience and skills you are looking for. This helps you attract the right candidate.

3. Determine Your Hours and Budget

You can hire them on a part-time, full-time, or hourly basis. Knowing your requirements helps you narrow down your options. This will also help you find the right person faster.

4. Check Portfolios and References

Review past work and references to assess track record. Their portfolio gives you an insight into their capabilities and quality of work.

5. Monitor Performance

Review your VA’s performance and provide regular feedback. This helps them improve and meet your business needs. Have regular meetings to discuss progress and resolve issues.

6. Build a Relationship

Develop a professional relationship with your VA. Base it on mutual respect and trust. This creates a positive work environment that leads to better productivity and collaboration.

Enjoy Real Estate Success with STAFFVIRTUAL 

Virtual agents and remote assistants share some similarities. They also have distinct differences. Understanding their unique roles and capabilities is important so you can harness their power to the fullest.

If you want to elevate your real estate business to new heights, STAFFVIRTUAL can help. We are the premier provider of world-class real estate virtual assistant services. Our expert online assistants can simplify your operations and enhance client interactions.

Get in touch with us today and experience the difference we can make to your real estate business. Our professional, efficient, and reliable VA services can help steer your business in the right direction.

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Sources:

Virtual Assistant Demographics and Statistics in the US | Zippia

What is a Virtual Assistant, and What Does One Do? | Investopedia

What is IVR (Interactive Voice Response) & How Does It Work? | Forbes Advisor

Machine Learning, Explained | MIT Sloane

What is SEO – Search Engine Optimization | Search Engine Land

What is Graphic Design? A Beginner’s Guide to This Creative Career | Rasmussen University