What is an IVA? Intelligent Virtual Assistants Explained
Learn about intelligent virtual assistants (IVAs) and their benefits in streamlining workflows. Discover how IVAs differ from chatbots and how they provide personalized customer experiences, reduce wait times, offer 24/7 service, and improve business efficiency. Explore the future potential of IVAs with advancements in AI and machine learning.
What is an IVA? Intelligent Virtual Assistants Explained | Intelligent Virtual Assistant vs Chatbot
Topics
- intelligent virtual assistants
- benefits of IVAs
- differences between IVAs and chatbots
Video summary
In this video, we discuss the benefits of intelligent virtual assistants (IVAs) in day-to-day workflow. IVAs, such as Siri, Alexa, Cortana, and Google Assistant, are commonly used and businesses also employ text-based assistance for customer service. IVAs are preferred over chatbots because they provide more specific answers and have a voice response similar to humans. Another advantage is that IVAs can connect customers to human agents based on availability. Four key benefits of using IVAs are: 1) personalized customer experience, 2) reduced wait times, 3) 24/7 service, and 4) increased efficiency by handling simple tickets. IVAs free up human employees to focus on complex cases. Recent advancements in AI and machine learning make the future of assistance even more exciting.
Video transcript
hey guys today we're going to talk about
intelligent virtual assistants and the
benefits they can have on your
day-to-day workflow let's get right to
it
while the acronym may sound like
something an astronaut would do in space
intelligent virtual assistants are
actually more common than you might
think siri alexa cortana and google
assistant are the most popular ivas but
it might surprise you to know that many
businesses
actually have text-based assistance for
customer service too the main reason
ivas are so popular is the fact that
they're better at helping customers than
chat bots but still reduce the workload
of your human agents
there are a few key differences between
ivas and chatbots first of all chatbots
use a rule-based structure which makes
them more suitable for frequently asked
questions that your customers may have
about your service
in contrast ivas are able to interpret
queries and thus
provide more specific answers to
customers the voice response of ivas is
also more similar to humans while chat
bots often give out robotic written
answers finally ivas can connect
customers to human agents based on
availability whereas a chat bot would
just rely on the call routing logic that
you've got set up with iva's bringing so
many benefits to the table
we're going to focus on four key
advantages of using them
number one ivas provide a personalized
customer experience
customers won't have to navigate through
a phone tree but can instead feel like
they're talking to a real person who
gives tailored suggestions
number two
ivas can significantly cut down and even
eliminate on wait times
it might not seem like a big deal but
every second you shave off wait times is
saving your company money while
simultaneously improving the customer
experience
number three ivas provide 24 7 service
it can be extremely expensive to run a
customer support hotline filled with
humans working around the clock so ivas
serve as good solution to close the gap
and finally number four
ivas make your business more efficient
by taking care of simple tickets that
would otherwise crowd your phone lines
and email inboxes
ivas free up your human employees to
focus on complex cases that require more
attention
as you can see ivas are extremely useful
with recent advancements in ai and
machine learning it's exciting to think
about how sophisticated the assistance
of the future will be that's all for now
but don't forget to subscribe and hit
the notification bell below if you enjoy
this video so you can stay up to date on
our journey to simplify the voip world
and share this video on social media too
so your friends can benefit from the
features and financial savings that
cloud communication technologies have to
offer
till next time this is nate from get
voip
do
[Music]
you
Dig Deeper
Intelligent Virtual Assistants and their Impact on Customer Support
In today's blog post, we will be discussing the benefits of intelligent virtual assistants (IVAs) and how they can improve your day-to-day workflow. IVAs, such as Siri, Alexa, Cortana, and Google Assistant, have become increasingly common and popular among both individuals and businesses. While you may associate IVAs with voice-operated assistants, it may surprise you to know that businesses also utilize text-based IVAs for customer service.
Key Differences between IVAs and Chatbots
Before diving into the advantages of IVAs, it's important to understand the differences between IVAs and chatbots. Chatbots operate on a rule-based structure, which makes them more suitable for handling frequently asked questions about a particular service. On the other hand, IVAs can interpret queries and provide more specific and personalized answers to customers. The voice responses of IVAs are also more human-like compared to the robotic written answers of chatbots. Additionally, IVAs have the capability to connect customers to human agents based on their availability, whereas chatbots rely solely on pre-defined call routing logic.
Advantages of Using IVAs
Now, let's focus on the four key benefits of utilizing IVAs:
1. Personalized Customer Experience: IVAs provide a personalized customer experience by understanding and responding to individual customer queries. Customers no longer have to navigate through a phone tree but can instead feel like they are speaking to a real person who offers tailored suggestions.
2. Reduced Wait Times: IVAs can significantly cut down and even eliminate wait times. Every second saved on wait times not only improves the customer experience but also saves your company money. Faster resolution of customer queries leads to greater customer satisfaction.
3. 24/7 Service: Running a customer support hotline with human agents available 24/7 can be expensive. IVAs serve as a cost-effective solution to provide round-the-clock customer support, ensuring that your customers can get assistance whenever they need it.
4. Increased Efficiency: By handling simple and repetitive tickets, IVAs free up your human employees to focus on more complex cases that require their expertise. This improves overall efficiency and allows your employees to provide better customer support.
With recent advancements in artificial intelligence and machine learning, the capabilities of IVAs are only expected to improve further. The future holds exciting possibilities for even more sophisticated virtual assistants. If you found this blog post helpful, be sure to subscribe to our channel and hit the notification bell to stay up to date on our journey to simplify the world of communication. Don't forget to share this video on social media so your friends can also benefit from the features and financial savings offered by cloud communication technologies.
That's all for now! Till next time!
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