For almost two decades, interactive voice response (IVR) systems have been saddled with levels of skepticism and a shared belief that they are on a slow glide path to irrelevance. But the global pandemic has accelerated IVRs’ evolution from an off-putting electronic gatekeeper into more helpful intelligent virtual assistants (IVA).

Successful IVA strategies offer individuals the ability to carry on asynchronous conversations, providing them with consistently correct responses over the device that is most convenient for them at that time.

In this whitepaper (“Conversational Engagement: A Clear Path from IVRs to IVAs”), Dan Miller, lead analyst and founder with Opus Research, describes how integrating IVAs on a single SaaS platform that integrates chat, messaging and voice channels (such as [24]7.ai’s Engagement Cloud) helps support both virtual and live agents.

To view and download this free Opus Research report, please complete the brief contact form below.

Categories: Conversational Intelligence, White Papers, Intelligent Assistants, Articles