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In the customer experience (CX) realm, this means AI that doesnt just answer a question or present a dashboard but acts on insights in real time orchestrating processes, personalizing interactions, and resolving issues end-to-end. Current CX trends make this evolution timely. In 2023, generative AI (e.g., What Is Agentic AI?
The new generation of intelligent self-service solutions are conversational and designed to allow customers to make their requests as if they were speaking or writing to a live agent in voice and digital channels. IVAs Are Good for Agents and CX. IVAs Are Essential for an AI Transformation. Market Outlook for IVAs.
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