This week’s report is our evaluation of ActiveAgent, the virtual assisted-service offering of Next IT, a privately held ISV based in Spokane, WA. It’s the third in our research series on virtual agent products. These products use natural language processing (NLP) technology to determine the intent of customers’ questions and to deliver a single answer in response. Yes, that’s right, a single answer. Contrast them with search, which delivers hundreds, thousands, or hundreds of thousands of answers and leaves it to customers to figure out the best one(s). ActiveAgent integrates with ActiveChat, Next IT’s chat offering, and has an API that Next IT’s consultants use for integration with other chat apps.