What to consider before adopting an intelligent virtual assistant

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(VentureBeat) - Contact centers have evolved to be dynamic communications hubs that have been put to the test the past two years.

Companies have begun to invest in intelligent virtual assistants (IVAs) because they are effective in improving contact center productivity and the customer experience. However, to get the best return from these virtual assistants, you need to know your strategy. Without clear direction, you ultimately jeopardize customer experience.