Intelligent virtual assistant (IVA): Definition, benefits, and use cases

Intelligent virtual assistants are sophisticated applications that can understand user requests and converse with users in a natural way, enabling businesses to offer dynamic and ultrapersonalized user experiences. IVAs use advanced technologies such as natural language processing, predictive AI, adaptive learning, and generative AI to provide personalized support to customers around the clock, reducing costs and improving consistency of responses. With their ability to learn from interactions and adapt over time, IVAs can deliver increasingly personalized experiences to users, setting them apart from chatbots in terms of depth of interaction, learning capabilities, and integration with contact center platforms like Twilio Flex.