Selecting the Right Intelligent Virtual Agent for Your Business

Kevin Payne | January 25, 2016

The growing capabilities of Intelligent Virtual Assistant (IVAs, also known as a virtual agent) are driving improved customer experiences, and vice versa. As the number of consumers choosing to engage with a business through digital channels instead of picking up the phone continues to increase, the more accurate the virtual assistant becomes. How? They’re intelligent.

In fact, Opus Research recently published a report that details the eight characteristics that can be associated with the most successful deployments of Intelligent Assistance technologies in the enterprise. Enabled by technologies like natural language algorithms, artificial intelligence induced by self-learning, contextually-aware proactive search, speech recognition, and voice-assisted user interfaces, virtual assistants have come a long way. And it doesn’t look like they’re about to slow down anytime soon. A 2015 research report published by PricewaterhouseCoopers predicted that, by 2017, nearly two-thirds of all customer service interactions will no longer require the support of a human intermediary.

Not only do IVAs improve the customer’s experience, but they deliver significant benefits to businesses as well. An IVA platform enables quick self-service options for customers, helping to reduce the number of phone calls, emails, and personal interactions. IVAs can also be used to improve interactions on traditional online web portals and smart phones, delivering a more personalized and engaging experience to mobile customers.

As futuristic as IVAs seem, many consumers are already engaging with them in their daily lives, and businesses of all sizes are eager to incorporate IVAs into their overall customer communication strategies. But with multiple virtual assistant vendors in the market, organizations are faced with identifying which one is best suited to their environment and requirements.

The Opus Research report Decision-Makers’ Guide to Enterprise Intelligent Assistants also includes a list of eight characteristics you need for a great virtual assistant. Also provided is a tabular display of the 13 firms investigated by Opus Research and how each fills, making it simpler to decipher which one suits your requirements.

Download the report now by clicking here.