Intelligent Virtual Agents (IVAs) offer benefits such as superior customer satisfaction, round-the-clock support, lower service costs for enterprises, and assistance to human agents, among others, in various business functions such as contact center, F&A, HR, and IT helpdesk. As the benefits of IVA solutions become evident, enterprises are looking at this technology through a broader automation lens and considering integrating IVA into their wider automation initiatives to further enhance its impact. Consequently, many global service providers and technology vendors are investing in it.
However, IVA is a burgeoning market with technologies that are relatively new to many potential buyers in terms of solution features, deployment models, supporting frameworks, and commercial aspects. These products are also rapidly evolving in terms of the sophistication of their capabilities, features, and functionalities.
This report analyzes the IVA technology market across various dimensions, such as evolving behavior and expectations of enterprise clients, key drivers for adoption, buyer satisfaction with vendor capabilities, and key strengths and areas of improvement according to buyers.
In this research, we study the following topics:
Customer Experience Management (CXM) Services, including Contact Center Outsourcing