Conversational Engagement: A Clear Path from IVRs to IVAs
Pandemic-driven demands for accelerated IVR transformation
Pandemic lockdowns led to spiking inbound call volumes and dramatic changes in call types to new, Covid-driven intents. Many companies realized turning IVRs (Interactive Voice Responses) into IVAs (Intelligent Virtual Assistants) was a matter of necessity to increase automation and scale customer service during this period of work-from-home agents.
In a few months, leading-edge companies transformed their IVRs from a front-door for phone callers into a more helpful intelligent virtual assistant for both voice and digital channels.
Join CMSWire with Patrick Nguyen, chief technology officer for 7.ai and Dan Miller, lead analyst and founder of Opus Research, for a live, hour-long webinar to learn how companies are taking a conversational service automation approach.
This webinar on-demand covers: