Will virtual agents replace humans in contact centres? This trend is already happening in many sectors as companies are slowly embracing Intelligent Virtual Agent (IVA) — an automated version of a customer service representative. This trend is happening in the US and APAC regions, and in a small way in India.
“IVA is still in the realm of early adoption today, but that is rapidly changing as enterprises realise what a tremendous opportunity they have to leverage this technology,” said Anil Vijayan, Vice President of research firm Everest Group.
