Quality Chatbots
Rating: 7 out of 10
IncentivizedUse Cases and Deployment Scope
We are utilizing IVA for customer facing chat experience. The IVA has allowed us to provide self service options via chat and optimize our Agent experience.
Pros
- The IVA allows us to identify customer intent and provide accurate responses and actions
- As an open platform the ability to integrate with our current solution was a huge benefit and allowed us to incrementally adopt AI
Cons
- The IVA is very robust and can take time to implement if this is your first implementation of a chatbot experience.
Likelihood to Recommend
The IVA is very well suited to handle routine questions and basic actions that would typically require customer support. It may be a little more challenged handling edge cases but in those instances we have found it provides an easy transfer to a live agent.