Six Misconceptions About AI Virtual Agents in Customer Service

The use of conversational artificial intelligence (AI) technology in contact centers is growing, and with good reason. More than 85% of customers expect businesses to offer a self- service solution, meaning that organizations must implement intelligent virtual agents (IVAs) to support contact centers to stay ahead of customer demands.

What is an IVA?

An IVA is an AI-enabled communication tool that generates personalized responses to users through natural language processing (NLP). NLP is a branch of AI that helps computers understand, interpret, and manipulate human language.

20 - Updated - How to Enhance the Subscriber Experience with Virtual Agents

IVAs differ from typical chatbots and textbots due to their ability to closely resemble human speech. They can provide customers with a service experience nearly indistinguishable from a human agent. They can also handle a wider range of requests. While chatbots are mostly used for FAQ and account-related tasks, IVAs can handle certain actions that used to require human assistance, like processing returns or submitting an insurance claim.


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