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Glossary

Intelligent Virtual Assistant (IVA)

TTEC | Glossary | Intelligent Virtual Assistant (IVA)

What is an Intelligent Virtual Assistant (IVA)?

Intelligent Virtual Assistant (IVA) is an AI-enabled chat assistant that generates personalized responses by combining analytics and cognitive computing based on individual customer information, past conversations, and location, leveraging the corporate knowledgebase and human insight. It is more advanced than a simple chatbot, which is automated but not powered by AI.

Additional Intelligent Virtual Assistant Resources

  • From Bots to Intelligent Virtual Assistants: In this article, learn how conversational AI solutions can provide call deflection through answering questions and self-service, while also getting smarter over time through natural language understanding and machine learning.
  • The Bots Are Coming (to Assist): In this blog post, learn how intelligent virtual assistants (IVAs) are helping contact center associates work faster and more efficiently in order to improve customer support.
  • Top Customer Service AI and Automation Trends for 2022: Advances in machine learning, natural language processing, and robotic process automation are empowering live agents with improved ways to provide customer service. In this report, discover a wide variety of intelligent automation trends shaping customer experience for the decade ahead.
  • Associate Assist Chatbots and IVAs: Our intelligent virtual assistants for contact center associates can automate next best action suggestions to improve average handle time and first contact resolution.
  • Customer Assist Chatbots and IVAs: Powering customer self-service with no wait times, our intelligent virtual assistants deliver seamless 24/7 support, with skills-based routing to contact center associates only when needed.