Intelligent Virtual Assistants (IVAs) are typically used by enterprise businesses to effectively communicate with their customer base and provide highly functional self-service.
With IVAs, customers receive both a personal and human experience. They can speak in their own words and be understood, regardless of accent and background noises, across all channels.
IVAs will soon encompass more customer touch points and take on more complex tasks than ever before. With advancements in underlying technologies and possibilities of automating newer use cases – IVAs are set to revolutionize the customer care industry and beyond.
Here are a few trends from IVAs we expect to see:
- Self-learning: In time, IVAs will only become smarter, process more complex queries than ever and will learn on their own. IVAs will eventually be able to automate their decision-making based on user interaction and generate dynamic responses without the intervention of a human.
- Channel and Device Agnostic: As customers start navigating across channels to complete a transaction, IVAs will need to adapt to their behavior. IVA will persist context and information across channels and provide a seamless experience.
- Embracing IoT: Eventually customers would want to use single or few selected devices to communicate with the brands they use. This will lead to IVAs working closely with countertop devices such as Amazon Echo or Google Home and Personal Virtual Assistants such as Siri. We expect to see warm handovers and information sharing between various virtual assistants.
To learn more about Intelligent Virtual Assistants and how they benefit both the consumer and the enterprise, download our latest whitepaper.