Increasing Agent Capacity with Intelligent Virtual Assistants

Intelligent virtual assistants (IVAs) are proving to deliver significant business outcomes, such as increased agent capacity, improved first contact resolution, and better interaction containment.

This report highlights how businesses using AI for self-service are better placed to achieve these outcomes and meet future customer expectations compared to businesses using traditional chatbots and IVRs.

Download the report now for insights into how businesses are deploying AI across voice and digital channels.

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Businesses Using AI Are 2x More Effective at Delivering Contact Center Outcomes

Businesses using AI for self-service across voice and digital channels are much more effective at achieving business outcomes such as interaction containment and first contact resolution.

visual displaying self-service and first contact resolution rates for digital and voice channels

Businesses Using AI More Confident in Meeting Future Customer Expectations

Using AI to deliver self-service doesn’t just help businesses generate outcomes today. CX leaders who are already harnessing AI are 1.7x more likely to be highly confident in their ability to meet customers’ needs two years from now.

graph visual for business confidence in meeting customer needs

More Businesses Are Implementing AI for Self-Service

53% of businesses are already using AI for self-service and, of those that aren’t, 76% plan to do so in the next year.

How business are using AI for self service. Digital and Voice 53%. Digital only 36%. Voice only 11%

Download Increasing Agent Capacity with Intelligent Virtual Assistants

Discover how AI is delivering contact center outcomes across voice and digital channels.