IVA Product & Market Report
Contact centers are people-intensive organizations, regardless of whether they support voice, digital channels (email, chat, short message service (SMS), messenger, social media, etc.) or a combination of both. An important goal for most companies is to automate as many of the incoming and outgoing interactions as possible to free up agents to provide value where they are most needed.
Since self-service is the preferred form of service for consumers, providing it is an imperative for companies that want to deliver an outstanding customer experience (CX). This is where intelligent automation fits in; it’s a broad category of technologies that are intended to intelligently automate the processing of activities with minimal assistance from agents.