The rise of intelligent virtual assistants

January 12, 2022 - Research W3

The technology that powers intelligent virtual assistants (IVAs) is maturing, as large companies are investing heavily in expanding the tool’s capabilities. Advancements in natural language processing (NLP) and machine learning have enabled AI solutions like IVAs to become a cost-effective and integrated part of a business’s outward interactions strategy. Nucleus identified increased customer satisfaction, decreased operational expenses, and improved employee productivity secondary to the implementation of IVAs. In one case, Nucleus found that the IVA reduced hiring rates during peak seasons by 70 percent, and increased case deflection by 50 percent.