The Interactive Virtual Assistant (IVA) has evolved in many different directions in the past decade, how do you give customers their best agent at every interaction? How do you leverage insights to build out your IVA strategy. In this session Adam and James will review why its critical to leverage the rich data that exists in your current environment to enable this, then provide two examples of IVA technology in two key contact channels, that in some instances are not always given the correct prioritisation:
1) Internal users: With so many organisation now creating the link between Employee experience Customer experience we focus on the benefits that and IVA can have for internal employees
2) Voice powered virtual assistants: (For almost all organisations Voice is still the predominant channel, therefore why is it not focused on more in 2020?, coupled with the additional proliferation of smart devices such as Google home and Amazon Alexa 2020 is the time to now AI enable your Voice channel.