It's a simple question but one we get a lot. Is it just voice? Just chat? Is it just a new term for IVR? In this episode, Brian, David and Eric describe virtual agents by first outlining the history of automation technology in the customer service space. Then they share why intelligent virtual agents (IVAs) are different than IVR or chatbots and talk about the experience these new tools create.
Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.
