What is IVA?
IVA stands for intelligent virtual assistant. It is a type of conversational AI technology that uses natural language processing (NLP) and machine learning (ML) algorithms to understand and respond to user queries and commands.
This technology is designed to mimic human-like conversation and can be used in a variety of applications, such as intelligent virtual agents, customer service, sales and support. IVA can be implemented on various platforms such as websites, messaging apps and mobile apps.
IVA offloads simple and repetitive tasks from live agents to voice-bots. It’s an agent assistant and allows live agents to concentrate on more complex customer interactions, reduces hold time and improves the customer experience without increasing the number of agents. If the interaction cannot be completed by the bot, the call will be transferred seamlessly, along with the relevant details, to a live agent for completion. This solution is characterized by high scalability, a high return on investment and an exceptional user experience.
IVA’s can be trained to handle a wide range of tasks, such as answering customer inquiries, scheduling appointments, processing orders, and even making reservations. They can also be integrated with other technologies, such as chatbots and voice assistants, to provide more advanced features and capabilities.
IVA technology provides a more natural and intuitive way for users to interact with technology, and it has become an essential tool for businesses and organizations to provide personalized and efficient customer service and support.