10 Point Checklist
How Intelligent Virtual Agents Complement and Improve Live Chat Systems

Many companies use live chat as a customer support tool and it is an effective tool for deflecting calls from the contact centre. However, live chat relies on human-assisted resources to answer customer questions, many of which could be answered via an automated care system.

Intelligent Virtual Agents (IVAs) are gaining fast adoption in the marketplace with Gartner predicting that by 2018 30% of our interactions with technology will be through "conversations" with smart machines.

If you are currently using a live chat system and are thinking about intelligent virtual agent technology, here are ten ways IVAs can be used to complement and improve your live chat system. The result is reduced cost, enhanced productivity and increased sales.


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