Intelligent Virtual Assistant (IVA)

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Intelligent virtual assistants, also known as Intelligent Virtual Agents, are software that utilizes a set of rules and Artificial Intelligence (AI) to interact with customers and carry out service and support interactions. A virtual agent uses scripted rules and AI to provide automated service and guidance to customers. By leveraging natural language processing and conversational AI, virtual agents provide a more human-like approach to automation. 

Contact centers implement intelligent virtual assistants as a stand-in for, or first interaction with, customer service teams. 

Intelligent virtual assistants are similar to the commonly used chatbot. The difference lies in the capabilities. Chatbots search for keywords and provide standardized responses, answering a finite set of possible questions. Intelligent virtual assistants, on the other hand, can reply with pertinent questions to solve a customer’s concerns or gather additional information to escalate to a live agent.

Intelligent virtual assistants are always available and, with the correct workflow automation, can get routine questions answered seamlessly. Intelligent virtual agents provide value for both the business and the customer.


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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.