What is an Intelligent Virtual Assistant (IVA)?

What is an Intelligent Virtual Assistant or Virtual Agent (IVA)?

Smart assistants, voice-first systems or even intelligent personal assistants such as Amazon Alexa, Google Assistant, Apple Siri or Samsung Bixby have arrived in everyday life. However, the demands on voice-based technologies increase significantly when they are used by companies for their telephone-based customer support.

The Intelligent Virtual Assistant (IVA) - also known as Intelligent Virtual Agent, VoiceBot, Voice Assistant or Conversational IVR enables customers to communicate in natural, human language through sophisticated software. An IVA can request information, conduct dialogs while answering company-specific questions, and provide feature-rich self-service. This makes the intelligent assistant very different from antiquated IVR systems with little convenience, where the caller navigates through a menu with keystrokes (please press 1, 2 or 3).

Natural Language Understanding (NLU)

of the latest generation forms the basis for the IVA. AI-based and continuously improved through machine learning, an IVA recognizes human speech at an extremely high level of quality with over 95 percent accuracy. Consequently, customers can express their concerns freely and openly in their own words. An Intelligent Virtual Assistant uses speech analysis via NLU for speech recognition, interprets it semantically, processes it logically, and formulates a response as a result via speech synthesis (text-to-speech/TTS).

What can CreaLog do for me?

Intelligent Virtual Assistants form the basis of CreaLog's proven solutions for announcements, rate information, call queuing, authentication, and many other applications for extensive customer service automation.
Our IVA solutions for a wide range of industries are available 24 hours a day, 7 days a week. They take no vacation, are always friendly and patient - providing customers with an extremely positive service experience. Especially when the issue is resolved on a case-by-case basis.

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Conversational IVR with NLU speech recognition

Based on human and artificial intelligence, we implement automation and support solutions for text and speech processing that enable companies to respond quickly, intelligently and systematically to customer needs.

Further information

Text-to-Speech - Speech Synthesis

Speech synthesis (Text-to-Speech/TTS) is used where large amounts of information need to be read aloud or information is frequently updated. TTS is used to convert text into speech.

More information 

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