What is the Virtual User?

The Virtual User in Luware Nimbus is a virtual customer assistant that interacts with customers. It connects to  third-party applications and handles a wide range of tasks autonomously - from intent classification and customer identity extraction to advanced, end-to-end process automations such as fully autonomous purchasing workflows.  When a request exceeds its scope, it escalates to a human user — with all context already in hand.  

Virtual User vs. Human Agent

Virtual Users are the right choice for high-volume, well-defined tasks such as intent detection, lookup requests, identity verification, appointment reminders, and similar interactions where the outcome is predictable.  

Human agents remain essential for more complex, sensitive, or relationship-driven interactions. The key is designing Virtual Users to know their limits. A well-configured bot recognises when a situation exceeds its scope and passes the interaction to a human—with all context intact—rather than attempting to resolve something it cannot handle reliably.

Use Cases

Intent Detection and Call Triage: Replace your IVR with a Virtual User that identifies why a caller is reaching out, pulls relevant context from connected tools, and either resolves the request or routes the caller to the right person — with full context already attached.

Cancelation Requests: Let callers cancel bookings, block credit cards, or modify orders without a human agent needing to be involved. The Virtual User verifies identity via API, checks the relevant record, and executes the action — or escalates if a manual review is needed.

Connecting to External Systems

Virtual Users connect to third-party applications via extension tools such as Web Requests and MCP servers, giving them real-time access to external data. A Virtual User with access to your CRM or ticketing system can look up open cases, verify identities, and take action — all within a single interaction.  

Setting up a Virtual User

Setting up a Virtual User involves configuring the bot, defining its tools and intents, and adding it to a workflow.

To set up a Virtual User in Luware Nimbus, you first have to configure a bot using Nimbus AI Services (out-of-the-box bots provided by Luware) or Custom AI Services (for bring-your-own bots). 

Next, create a Virtual User by defining a system instruction that sets the assistant's role and behavior. Define the initial message that opens every conversation, select extension tools, set up integrations with third-party platforms, and define a closing message. 

Finally, add an "Add Virtual User" activity to your Luware Nimbus workflow to connect callers to the bot. 

How to Use MCP to connect the Virtual User with External Systems 

The Virtual User can be connected to an MCP server to execute real actions during a call. See how in the video below.

How to Use OAuth to authenticate Virtual User with External Systems

The Virtual User can be connected using OAuth credentials which are centrally managed within the Nimbus configuration. See how in the video below: