Is an Intelligent Virtual Agent right for your customer’s needs?

As technology continues to advance, more and more businesses are turning to Intelligent Virtual Agents (IVAs) as a solution for improving customer service and reducing costs. But what exactly is an IVA, and does your customer need one?

An IVA is an AI-powered software that can simulate human conversation through voice or text. It can answer customer queries, provide assistance, and even complete transactions without the need for human intervention. IVAs are becoming increasingly sophisticated and can be customized to suit the needs of any business.

So, do your customers need an IVA? The answer is that it depends on their specific needs and circumstances. Here are a few factors to consider:

• Customer service demands: If your clients receive a high volume of customer inquiries or struggle to provide round-the-clock support, an IVA can help to alleviate the workload and improve response times.
• Cost savings: Implementing an IVA can be a cost-effective way to reduce staffing costs, as well as the cost of training and onboarding new employees.
• Scalability: As their business grows, an IVA can help to manage increased demand without needing to add more staff.
• Customer satisfaction: Studies have shown that customers prefer self-service options, and IVAs can provide a fast and efficient way to resolve issues without the need to wait for a human representative.

Ultimately, the decision to implement an IVA will depend on your customer’s needs and goals. However, it is clear that IVAs have many benefits, including improved efficiency, cost savings, and customer satisfaction. By leveraging the power of AI, businesses can provide a more personalised and streamlined customer experience that sets them apart from the competition.

We have partnered with Five9, who recently awarded Onecom EMEA Innovation Partner of the Year, to deliver an Intelligent Virtual Agent solution which not only helps to automate and improve the day-to-day experience and workload of your customers, but also the expectations and satisfaction of their customers. 

Five9 is an all-in-one cloud contact centre solution designed to enhance customer experience and streamline communication for businesses of all sizes.

Its capabilities include: 

• Advanced call routing 

• IVR (Interactive Voice Response) systems 

• Omnichannel support 

• Real-time reporting and analytics  

• AI-powered chatbots 

If you have any questions about this blog, please don’t hesitate to contact your Partner Business Manager or email us at five9@onecompartners.co.uk.