Callan Schebella
The next generation of IVAs will enable true multi-modal customer experiences
The rapid evolution of intelligent virtual agents (IVAs) continues to shake up the customer service industry. Gone are the days of anonymous untailored dialogues, siloed conversations, and labor-intensive callback recording and transcript analysis, leaving customers frustrated and employees overworked. But even though many brands have...
Why President Biden’s Mandate to Improve Public Sector CX Matters for the Private Sector,...
Consumers aren’t the only ones demanding a higher standard of customer service these days; the White House is demanding it too, and it’s starting to come to fruition. Last week, President Biden released the FY ’23 budget, which called out that the Internal Revenue Service...
The Future of IVAs: How AI will Power and Re-shape Customer Engagement
Just over a decade ago, Apple released its iPhone 4S, “the most amazing iPhone yet.” It was faster, promised eight hours of 3G talk time, and introduced consumers to a feature called Siri, the first personal virtual assistant. “For decades, technologists have teased us...