An Intelligent Virtual Agent (IVA) is an AI-powered system that replaces traditional IVR phone trees by understanding natural language, capturing customer intent, and routing or resolving issues more efficiently. While IVR systems rely on menu-based inputs like “press 1 for support,” IVAs use artificial intelligence to hold conversations, gather context, and prioritize requests in real … Continue reading IVA vs IVR: The Shift to Intelligent Virtual Agents