White Paper: The Role of IVAs in Contact Centres

Self-service has become the preferred method of support for consumers of all generations, in all channels. Accelerated by the pandemic, customers and prospects have increasingly moved away from making phone calls to the companies they do business with, choosing instead to communicate through an ever-growing number of digital channels.

This white paper will set the record straight about the role of artificial intelligence (AI) enabled IVAs in contact centres. It will dispel 4 common misconceptions about IVAs that often prevent adoption and deployment, enabling executives and managers to better understand these solutions and leverage the benefits.