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.
More Intelligent Cirtual Assistant (IVA) Resources
Easily incorporate no-code AI Virtual Agents that increase efficiency, create a better CX, and enhance live agent interactions—on any platform.
Automate high-frequency tasks and offer smart self-service in digital messaging workflows for personalized, targeted conversations unique to each customer.
Intelligent virtual agents provide capabilities that let call centers handle transactions with easily programmable information such as tracking a package or scheduling a meeting.
Here’s how AI virtual agents lower customer service costs. They increase your ability to deflect voice volume to other channels. They increase your average speed to answer. They increase resolution rates, too!
Using our chatbot applications can help you better understand customer needs and improve customer support and contact center agent experience. Here’s the benefits breakdown.
Capture all virtual agent interaction data and automatically pass that conversation history to a live agent, then guide live agents with tailored desktops. See how LiveVox’s pre-integrated AI capabilities are easy to use, implement, and optimize