Intelligent Virtual Agents

Always on, always smart: IVA powering amazing CX

Give customers an amazing CX without human touch by putting service on autopilot.

Trusted by forward-thinking companies:

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2,000+ 5-star reviews

Gartner Peer Insights 2023: Customers Choice

Midsize Enterprise Choice

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Revolutionize customer experience with AI-powered voice assistants

Connect with customers instantaneously

  • Check icon Be accessible 24/7 to your customer
  • Check icon Reduce call escalations
  • Check icon Reduce average handle time and cost

Route customers to AI Bot

  • Check icon Empower customers to use self-help.
  • Check icon AI routes customer requests to an AI bot.
  • Check icon The bot efficiently handles requests.

Match customers with the best agents

  • Check icon Seamless transfer of information from IVA to live agent.
  • Check icon Facilitates live agent assistance when needed.
  • Check icon Customer interaction data transitions smoothly between channels.
  • Check icon Secure handling of sensitive info
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AI-powered

Drive business efficiency and ROI across all conversational channels

Say goodbye to time-consuming manual tasks. Handle scheduling, reminders and other routine tasks so your team focus on whats is most important.

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No-code IVA setup

Utilize a no-code platform for quick IVA creation and deployment.

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Provide instant service 24/7

Never miss a customer contacting you again. Our IVA is here to provide round-the-clock assistance, ensuring your customers feel valued any time, day or night.

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Automate Routine Tasks

Say goodbye to time-consuming manual tasks. Our IVA handles scheduling, email management, and other routine tasks, freeing up your team to focus on what they do best.

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Context-aware conversations

Our IVA understands the context and history of conversations, ensuring a personalized and relevant experience for each customer.

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Instantly transition to live agents

When live agent assistance is required, information gathered from the customer’s interaction with the IVA seamlessly transfers to the agent.

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Secure and reliable

We prioritize security and privacy. Our IVA is built with top-tier security measures to protect you and your customers’ data. 

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Reduce call escalations

Reduce call escalations and stop transferring customers from one agent to another putting customers on hold. 

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Reduce average handle time and optimize cost

Reduce average handle time and optimize cost.

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Match customers with the best agents

Regardless of the complexity of a call, have AI match the customers with the best agent for them.

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Inbound Omnichannel

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FAQs

Answer common sales and service questions instantly.

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Appointments

Let customers and prospects book or reschedule appointments 24/7 using conversational AI.

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Collect Payments

Let customers make secure payments 24/7.

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Check Balances

Let customers check their own account balances.

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Password Reset

Verify customers securely and automate password reset inquiries.

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Troubleshooting

Resolve incoming support requests by offering knowledge articles to customers who were waiting in queue.

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Order Status and Lookup

Let customers check the status of an order or shipment.

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Ordering Services and Products

Sell popular products and services.

Outbound Omnichannel

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Campaigns and Promotions

Offer special incentives and discounts to customers who haven’t purchased in a while and re-engage prospects and aging leads.

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Appointment reminders

Reduce no-shows with automated appointment reminders and free employees up for smarter work.

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Order Status

Keep customers in the loop about order and shipping status.

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Case Updates

Automatically notify customers about case updates and any action required.

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Payment reminders & collection

Notify customers about upcoming payments due and gently remind customers of past due balances. Allow customers to pay their balance securely, 24/7.

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Surveys and Reviews

Automate customer feedback requests and boost your brand reputation by automating review requests.

Bring your CX
ecosystem together

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Amazing customer experiences require an interconnected ecosystem. Nextiva CX API’s are designed to accelerate your time to market and maximize your investments in existing technologies by easily integrating your contact center with all mission critical systems.
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Frequently Asked Questions

What is an Intelligent Virtual Agent (IVA)?

An Intelligent Virtual Agent/Assistant, is designed to engage in conversations with callers, providing information, assistance, or performing specific tasks.

What are the benefits of using virtual agents?

Benefits include 24/7 availability, quick response times, cost savings in customer service operations, handling routine queries, and freeing up human agents to focus on more complex tasks.

How do Intelligent Virtual Agents work?

Virtual agents use natural language processing and artificial intelligence to understand callers and generate responses. These can be programmed to follow scripts or learn to improve given more interactions.

Can IVA handle PCI compliant secure payments?

Absolutely! Capture payment information in the system so live agents can complete intelligent jobs and billing stays secure.

What’s the difference between an IVA and a chatbot?

Chatbots are relatively simple and typically used to answer basic questions or provide links to relevant information. They follow pre-programmed rules and cannot understand the context of a conversation. In addition, a simple chatbot can, at most, offer pertinent articles from a knowledge source.

Virtual agents are more sophisticated, using AI technology and natural language understanding (NLU) to simulate human speech, understand customer intent, answer real-time queries, better grasp user language, and offer more personalized responses. You can also ask follow-up questions and forward chats to human agents if necessary.

How hard is it to set up?

Nextiva offers a simplified, no-code platform for easy setup. Choose from predefined templates or effortlessly design custom workflows with a simple drag-and-drop experience. We also offer white-glove professional services, so talk with our sales team about your desired outcome.

Where are Intelligent Virtual Agents commonly used?

IVAs are used in various industries, including customer service, IT Support, healthcare, finance, e-commerce, and more.