Intelligent Virtual Agent (IVA)

Also “interactive virtual agent” or, simply, “virtual agent” or “robot,” an IVA is a digital process that mimics a human agent. Either text- or voice-based, virtual agents can carry on chat or phone conversations using natural, free-form language, at varying levels of sophistication depending on the vendor offering. IVAs have two basic advantages over human agents: 1) They’re less expensive, making it possible not only to avoid costly interactions but to enable attempts at revenue generation that would not make economic sense using live agents, and 2) they’re useful in dealing with customers who, for various reasons, are uncomfortable speaking with live agents. Most implementations of virtual agents include the ability to escalate to a live agent, either at the customer’s request or because the virtual agent itself decides that it’s advisable.

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