How intelligent virtual agents (IVAs) are impacting customer service

We are increasingly using our smart devices to help us with everyday tasks to make our lives easier and more convenient. Some even think about them as personal friends, and refer to their smart devices as ‘she’ when talking about them. Whether or not you have a habit of doing this, there’s no doubt that we are increasingly speaking with them in ordinary, everyday tones. Smart devices are now at the centre of our lives in everything we do, and more and more we are seeing interactions with them through voice.

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