Businesses have automated many processes, including customer services with virtual assistants for business. But can they provide a human touch for customer interactions? In the tech era, businesses have digitally transformed to serve their customers better. Customer experience shapes the business reputation, enhancing the possibility of sustaining in marketplaces. It is the foundation for customer acquisition by tapping into new markets in different demographics. As attending to customer needs is vital, businesses need a virtual assistant to redirect customers to concerned departments for their query resolutions.