Intelligent Virtual Agents (IVA) are more advanced than virtual assistants, as they conduct business processes for companies and organizations. For example, rather than calling a human HR coordinator to request time off or changes to benefits, users can call the HR IVA. Intelligent Virtual Agents are powered by artificial intelligence and machine learning technologies so they can take on more challenging tasks. They do not follow simple scripts like virtual agents. Instead, Intelligent Virtual Agents are connected with back-end information to provide users with personalized responses.
Equipped with Natural Language Processing and emotional intelligent, Everest Group gave Amelia the highest marks as the market-leading Intelligent Virtual Agent.