2002 Customer Experience Interactive Voice Response Virtual Agent 
SmartAction
FEBRUARY 27, 2023
When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Let’s break down the difference between IVR and IVA.
SmartAction
SEPTEMBER 16, 2022
The ability of conversational AI technology to detect and understand speech are two of the biggest challenges faced by the Intelligent Virtual Agent (IVA). One way that IVA “levels up” from the typical IVR is that an IVA will utilize natural language understanding, or NLU. How Virtual Agents Help the Live Agent Workforce.
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SmartAction
MARCH 7, 2023
Since 2002, SmartAction has helped 100+ industry-leading brands streamline their contact centers and take their customer experience to the next level through AI voice, text, and chat. Watch Now The post <strong>Conversational AI: Trends to Watch in 2023</strong> appeared first on SmartAction.
SmartAction
OCTOBER 19, 2022
When there is an inconsistent experience, everyone gets frustrated because of the repetitive data collection by chatbots, IVR, and live agents. For instance, if a client switches from a conversation with an AI chatbot to a phone call, the IVR is unlikely to know that the user had just been conversing with the bot.
SmartAction
APRIL 4, 2023
This connection happens instantaneously, via the channel that remains the preferred means of most customers’ inquiries: the phone call. Virtual agents have now achieved Complex Voice capabilities. When you call your bank, the virtual agentcan answer the question, “What are my refinance options?”
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