What to consider before adopting an intelligent virtual assistant

VentureBeat May 30, 2022
Tim Wurth, Intrado

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.

Here are questions to ask and challenges to consider before expanding your IVA strategy. Checking these boxes will help ensure the IVA meets your business needs and customer communications preferences.

Question: What level of complexity will the IVA support?

As I noted above, one of the first and most important questions...

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