Why have Intelligent Virtual Agents (IVAs), improved so fast for AI call center software?

Your company has a call center and you’re noticing IVA is way better than ever before, and you are wondering “how have Intelligent Virtual Agents (IVAs), improved so fast for AI call center software.”

In this video, I cover 3 reasons why IVA’s have improved: Semantics, Generative AI, and Shadowing.

Want my recommendations on the best call center software vendors? Click the button below and ask me today.

About Me

Mike Smith has been helping companies select the best telecom, WAN, security, and cloud services since 1999. He founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the top 40 business people in tech-heavy Orange County, CA. Follow Mike on YouTube, LinkedIn, Reddit and SpiceWorks.

Transcript

Gosh, it seems like just yesterday I was calling in to customer service at my bank or wherever, And and just as soon as I heard the bot, I was just super frustrated. It’s not necessarily what I’d say the best customer experience that I’d be recommending to my customers. Well, that’s completely changed over the last year since since really the improvement of intelligent virtual agents. IVA’s that experience is completely different. And what happened, like how did that change so fast within like a year or two years? What’s going on within the technology that’s really made such a vast difference between cumbersome bots and these intelligent virtual systems that are really helping companies get to, you know, helping customers get to where they want, when they want right away, and really helping them and helping the customer experience rather than hurting the customer experience. Well, I’m going to tell you my opinion of what’s going on and some of the facts, some of the opinion.

Contact me for my recommendations

But first, before I go there, if you like my recommendations on the best cloud call center software vendors, your company should be quoting maybe the best vendors with IVA. Reach out and contact me. Send me an email, give me a call. I will help your company make a lot better decision in a fraction of the time. I’ve been doing this for a long time. I’m a broker for all the major vendors out there. It’s why I do these videos. I love talking about this stuff. More information on that at the end of the video, but just give me a call (714.593.0011). Send me an email.

Also, don’t forget to take a look at our website Aerocominc.com. We spent a lot of time developing the site. It’s a great place to start your search. You can search all the major cloud calls that are software vendors out there and filter them by features like IVR. You can also read customer reviews. You can also watch videos, read a lot of information. So it’s a great place to start your search. And as always, don’t forget to hit the like button, the ring button. And more than anything else, subscribe to the channel.

How has AI improved so fast?

how have bots gotten so good in the last year or two? Well, Intel virtual agents have done three things over the last year or two in terms of products in the call center software marketplace face that have really changed the game.

1. Semantics of programs have improved

Number one is Semantics ideas have gotten really good at these large language models of really understanding the semantics, being spoken to them so they can really quickly understand intent. So when you call in, you might, you know, you might have 20 customers who all want the same thing, but they say it in a different way. Well, now through machine learning and all kinds of cool stuff, IVA is ability. It has the ability to understand all types of different semantics and really understand what the intent is of a customer within one or two sentences. So that’s the first thing that it’s done.

2. Generative AI

The second thing is generative A.I. has really evolved, so these IVA solutions can purge billions upon billions of conversations and data, you know, billions of data records to really understand intent. So when you’re calling in, you’re asking something a certain way. It’s purging billions of records of data to understand what you’re saying. So the ability to go search real time through all that data, through generative AI, has also helped add a ton.

3. Shadow live agents

And lastly, the ability for IVA to shadow live agents calls in interactions and detect. Was that a successful interaction? And if so, what was said? What language was used? And remember that that’s that machine learning that’s taking place. So that’s done a ton to really improve the quality of IVA’s

Still confused? Reach out and contact me

Well, I hope that answered some of your questions on how I’ve got so good so fast. If you’d like my recommendations on the best AI vendors, your business should be quoting for your call center. Reach out and contact me. Send me an email, Give me a call (714.593.0011). I’m a broker for all the major vendors out there and I’ve been doing this for over 20 years, so I know the industry inside and out and I know what vendors have certain niches. So I’ll ask you a few questions about your companies requirements and based on your answers, I’ll give you recommendations of the best handful or so of vendors that your company should be quoting and why. I’ll also introduce you to those vendors, best salespeople, and I’ll also oversee the quoting process to make sure your company gets the best pricing on your vendor of choice. And the nice thing is those vendors pay me my broker fee. So your company doesn’t have to pay me a dime for my recommendations. So there’s absolutely no excuse not to at least reach out and see what I have to say.

All right. Don’t forget to go to our website as well. Aerocominc.com. You can. It’s a great place to start your search. You can browse all the call center software vendors and filter them by features like IVR. You can also read customer reviews and watch videos on the different vendors. Cool place to start your search. Also, don’t forget to hit the like unsubscribe button and ring the bell.

That would help my videos get out to more people. I’d really appreciate it. Thanks again for watching and have a great day.