You might be wondering what role Intelligent Virtual Agents will play in customer service. The answer is a big one.

Intelligent Virtual Agents are software programs that are designed to simulate human conversation. They can understand natural language, interpret intent, and carry on a conversation with a human.

What this means is that they can be used to handle customer service inquiries, provide support, and even make recommendations. And because they never get tired, they can provide 24/7 customer service without the need for breaks or vacations.

What’s more, research has shown that customers prefer interacting with Intelligent Virtual Agents over human customer service reps. This is because they find them to be more efficient and less frustrating.

In short, Intelligent Virtual Agents are going to transform the future of customer service — and the future of communication as a whole.