The Intelligence Powering Smart Intelligent Virtual Assistant (IVA) with Beth Schultz of Metrigy

On this episode, Amelia welcomes Beth Schultz, VP of Research & Principal Analyst at Metrigy, a research firm that specializes in customer experience. During this conversation, Beth and Amelia discuss:

- The intelligence behind powering intelligent virtual assistants (IVA).

- The rise of a self-service customer experience where the customer doesn’t need a live agent.

- The five components of automated self-service.

- The number of companies that have adopted IVA self-service or have it on their radar.

- The challenges companies face in achieving a frictionless experience.

- The various ways customers use conversational AI in customer service.

- The importance of AI and machine learning to keep your system up to date.

This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative, comprehensive, end-to-end CX solutions. That’s nice.com

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