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Glossary

Intelligent Virtual Assistant (IVA)

TTEC | Glossary | Intelligent Virtual Assistant (IVA)

What is an Intelligent Virtual Assistant (IVA)?

Intelligent Virutal 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.