Voice AI

What are Intelligent Virtual Agents and How Can They Improve CX?

More and more companies are striving to implement Artificial Intelligence (AI) within their organization for a variety of reasons including, improved operational reliability, accuracy, and ROI outcomes. 

As companies are trying to decide what AI project to implement, on the top of many lists is, intelligent virtual agents (IVA), which allows companies to understand their customers on a microscopic level where even customer intent can be deciphered. 

In the simplest terms, an intelligent virtual agent is an automated version of a customer service agent. It leads an intelligent conversation with customers, responds to their questions and performs adequate non-verbal behavior.

This type of technology can be used to reduce the use of live agents by providing faster and easier access to the right data at the right time. From providing insights about a product order to automatically cancelling a financial transaction and issuing a refund, intelligent virtual agents can provide customers with the necessary information so your customer service agents can dedicate more time to specialized interactions and time-consuming tasks. 

Below are three areas where the use of intelligent virtual agents can improve customer experience.

24/7 Support

By leveraging the use of intelligent virtual agents companies can noticeably reduce customer frustration and improve the customer experience by offering 24/7 support, which enables customers to solve routine and basic service issues any time of day. 

Operational Efficiency

Companies can improve operational efficiency by leveraging conversational AI along with intelligent virtual agents to analyze customer intent and route these customers to the correct virtual agent capability seamlessly, thus improving operational efficiency by solving issues effortlessly and with minimum or without any live agent interaction.


Intelligent virtual agents can determine caller intent through conversational AI and quickly shorten the amount of time required for customers to get answers needed to resolve issues. Customers can describe in their own words what they need and be directed to the right self-service solution to minimize customer frustration and deliver a better customer experience. 

Want to learn more? Plum Voice offers a path to leverage AI and Natural Language Processing (NLP) in the automation of conversational dialogue. Learn more here.

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