Innovation without disruption: virtual agents for hyper-personalized customer experience (CX)
CIO
JUNE 12, 2023
Chatbots and IVRs are contact center staples, but most still provide automated service for basic, repeatable tasks. What about when a customer needs to be intelligently routed to a better resource or has a question that’s not so cut-and-dry cut. Virtual Agent, or VA, is the next natural step for significantly better customer and business outcomes. What is a VA?
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