Knowledge agents are software tools that sift through data to retrieve answers to questions. These agents may take many forms, including verbots, chatterbots, and intelligent agents. They have character and personality and reply to natural language inquiries. Agents “learn from their mistakes” and “grow smarter” when their programmers review failed interactions between the customer and the agent and then script correct responses.
M. Moore, T. Ahmed, and A. Glazer, 2004. “Using an automated knowledge agent for reference and customer service,” Journal of the Medical Library Association, volume 92, number 2 (April), pp. 271–273