Self-service can be like herding cats. On the one hand, some people dislike the lack of any online self-service tools when making a payment or modifying account settings, while others distrust doing business with a machine. Intelligent Virtual Assistants (IVAs) bridge the chasm between these two types of customers by driving faster actions for the heavy self-service users and by becoming the branded company representative that creates an engaging and enjoyable online experience for others.
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