Virtual Assistant-Employee-Agent 2.0
There is a lot of discussion and marketing of IVA’s (Intelligent Virtual Assistants/Agents) and when you read it at first you ask yourself what’s the big deal? This is not new-- this stuff has been around for a number of years. This is a reaction we get fairly regularly. People associate IVAs with chatbots, speech recognition IVR (Intelligent Voice Response) and/or AA (Auto Attendants). Many times, they are influenced by negative experiences with these applications. In a nutshell: Intelligent Virtual Assistants/Agents are not the same. What’s the difference and why does it matter?