Chatbots are a familiar piece of the customer experience landscape as these simple, rules-based technologies help manage FAQs, routing and notifications. However, organizations looking for a more robust solution should consider an Intelligent Virtual Assistant (IVA).

Intelligent Virtual Assistants leverage artificial intelligence (AI), Natural-Language Understanding (NLU), Natural-Language Generation (NLG), and deep learning to engage contacts in human-like, two-way conversations at scale across website chat, email and SMS text messaging.

The difference between an IVA and a simple chatbot is the maturity of the technology powering the solution.