LiveVox [Performance and Compliance Dashboard / manager on computer]

LiveVox Products | Contact Center Virtual Agents

Refresh your IVR and provide better self-service with Intelligent Virtual Agents

Easily incorporate no-code AI-powered Virtual Agents that increase efficiency, create a better CX, and enhance live agent interactions—on any platform.

See How Easy LiveVox’s Practical AI Is To Use + Manage + Optimize → Get Our AI Starter Kit

Key Benefits of LiveVox’s Virtual Agents

Live Monitoring and Reporting

LiveVox gives you superior visibility, enabling you to track AI Virtual Agent activity, listen to call recordings, and score calls with Speech Analytics—exactly the same way you do with human agents.

Fine Tune at Mass Scale

Instead of coaching and training on a single agent-by-agent basis, managers can make instant changes to every AI Virtual Agent, at the same time, to optimize operations and improve the customer experience.

Better, Faster, and More Personalized Interactions

Our Virtual Agents are integrated directly with Contact Manager or your existing database, seamlessly pulling customer information to personalize each conversation for better results.

Improve CX Without Adding Agents

Answer calls from customers day and night, reduce hold times and call deflection rates, increase First Call Resolution while decreasing Average Handle Time, and even provide triggered links to customers via SMS or email.

Boost Capacity and Agent Efficiency

The number of AI Virtual Agents you can implement is limited only by your needs and server capacity—and once installed, your human agents can focus on the most important interactions instead of wasting time on routine ones.

Positive ROI for Your Bottom Line

Our AI Virtual Agents are among the lowest cost in the market for this technology—eliminate the need to dal with expensive and challenging hurdles of changing your ACD, PBX, or IVR.

Codeless Automation

Codeless Automation

Rapidly deploy bots without engineering effort. Advanced AI and Natural Language Processing provide fast, accurate self-service in no-code IVR workflows.

Bring Your Own Bot

Use the LiveVox bot or leverage our standard integrations with Google Dialogflow, Interactions, and Voca.AI for a vendor-agnostic “Bring Your Own Bot” scenario, enabling a product vs. project implementation.

Bring Your Own Bot
Conversation History

Streamline Escalations

Capture all AI Virtual Agent interaction data and pass conversion history to live agents for assisted escalations that prevent customers from having to repeat themselves.

Industry Analyst Report:

LiveVox Earns Recognition in The Forrester Wave™: Contact Center As A Service, Q1 2023

LiveVox has been recognized as a Contender among the companies Forrester considers to be the 11 most significant providers in the CCaaS world.

Download the full report to learn more about the current CCaaS landscape

LiveVox [Forrester Wave™ / online report]
AI Virtual Agents for Inbound Call Routing
LiveVox [analytics / icon]

Easily track and measure virtual agent performance

Our standard public APIs log AI Virtual Agents onto the LiveVox platform similar to live agents. This approach provides your contact center with unified dashboards, reporting, and call recordings for both live and AI virtual agents.

Providing omnichannel solutions for businesses just like you

“The automated scorecards have allowed us to feel confident our QA Scores are not skewed due to sample size. It’s been a game-changer for us and certainly, our clients are thankful!”

— Jaimie Bell | VP Client Solutions, The Office Gurus

“Managing the number of staff and their schedules is driven by the data that we receive from LiveVox because it tells us trends on calls, texts, emails, everything. The data drives our workforce management solution to ensure that we know where agents are needed, who needs to be working, and at what time they are needed.”

— COO, Financial Services

Source: Interviewed for the Total Economic Impact™ of LiveVox’s Contact Center Platform

“Managers have been so happy with their ability to now monitor their agents because they feel like they’re catching stuff that they were missing before like agents taking too long on calls, going to break for too long, or not coming back from lunch.”

— COO, Financial Services

Source: Interviewed for the Total Economic Impact™ of LiveVox’s Contact Center Platform

Learn more about this product

Check out our Frequently Asked Questions below.

What makes LiveVox’s AI-enabled Virtual Agent solution unique/better other vendors out there?

LiveVox’s AI-enabled virtual agent solution goes beyond basic chatbot pick lists and FAQS and offers end users human-like, conversational experiences that can be tracked, monitored, and calibrated just as a human agent interaction would. That’s because LiveVox’s standard public APIs log AI Virtual Agents onto the LiveVox platform the same way human agents are authenticated. This approach provides contact centers with unified dashboards, reporting, and call recordings, for both human and AI Virtual Agents, so organizations get a comprehensive understanding of both.

Virtual agents can be used on their own and tacked onto existing communication channels, or amplified by other solutions within the LIveVox ecosystem such as SpeechIQ, Workforce Engagement, and Quality Management.

What are a few industry use cases for AI virtual agent technology?

A few popular use cases include:

• Record details for Refuse to Pay (E.g., Bankruptcy Claims, Dispute, Deceased)

• Answer Frequently Asked Questions (FAQ)

• Schedule appointments

• Obtain Account Balance

• Request Letters (E.g., Paid in Full, Settlement in Full, or Account Status Letter)

• File a Fraud Claim

• Provide Company Details (E.g., Company mailing address, website, phone number, Hours, directions)

• Address wrong number calling

• Accept a General Complaint

• Gather various data from the caller (E.g., Insurance Claim details, phone numbers etc.)

• Provide Caller Specific Details (E.g., Product Warranty Info.)

• Check Company Inventory

How do you easily begin using virtual agents in your call / contact center?

To begin using virtual agents in your call/contact center, you’ll need to identify where you wish to deploy the technology and then leave the rest to us!

We typically break the project down into two phases:

Phase 1: Intent Capture – This is a fact gathering phase that will help prioritize the most used conversation flows and assist with areas to concentrate on first.

Phase 2: Conversation Flow Implementation – Single Conversation Flow implementation that will be repeated for multiple conversation flows.

LiveVox will work directly with your IT and subject matter expert personnel and provide an implementation team to offer support every step of the way. Your implementation team will include a project manager, a solution consultant, and a business consultant.

6 Ways to Benefit Virtual Agents

Best Practice Video

6 Ways to Benefit from Virtual Agents

Learn about the top 6 ways contact centers are leveraging Virtual Agents to service more consumers and improve CX.

In-Depth Look at Virtual Agents

Extended Overview

In-Depth Look at Virtual Agents

Learn how LiveVox’s AI Virtual Agents enable you to use an AI vendor to interact with your customer, without the need for any custom integration, coding, or complex setup.

LiveVox Omnichannel Capabilities

  • Multichannel Agent Desktop
  • Blended voice and message routing
  • Mass and 2-Way Email
  • Mass and 2-Way SMS
  • Human Text Initiator (HTI®)
  • Chatbots
  • WhatsApp
  • Virtual Agents
  • 2-Way Webchat
  • Template Creation & Canned Messages
  • Compliance with CTIA Standards and CAN-SPAM
  • Embedded Consent Management
  • Outbound Campaign Configuration
  • Campaign Dashboard
  • Multichannel Reporting
  • Native CRM and WEM Functionality
  • Outbound Attempt Supervisor

Learn about LiveVox’s customer engagement platform.

Download this brochure for a comprehensive view of LiveVox’s capabilities.

LiveVox Platform Brochure

What Are Your Advantages With LiveVox?

Transform your contact center's performance with a proven cloud platform that's actually easy to use and optimize.

Billions of Omnichannel interactions powered every year

Trusted by game-changing clients for more than 20 years

Recognized by the industry's leading analysts

Fully-Integrated Public Cloud Platform

+ Unified Tools, Channels, And Data To Maximize ROI
+ Fast, Easy, And Cost-Effective To Scale And Optimize
+ Turnkey Omnichannel / AI / Analytics Out-Of-The-Box

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AX Workplace Made For Contact Centers

+ Integrate It All, Including Agent Workflows, In One Screen
+ Smart, Simple, And Seamless Cross-Channel Interactions
+ Easily Push And Pull Data From Your CRM / Other SORs

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Scalable, Flexible, Reliable, And Secure

+ 100% Public Cloud Infrastructure And 24/7/365 Support
+ Easily Configure Our Modules, APIs, And Growing Partner Network
+ End-To-End SLA / High Availability And Enterprise-Grade Security

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LiveVox is proud to be both PCI and SOC 2 Compliant.