Customer service delivery for all—as the world has turned upside down over the last 18 months, this has grown more important than ever.

So how does this look in today’s real world? A do-it-yourself (DIY) approach to intelligent virtual assistants (IVAs) is now democratising access to this increasingly important solution. No longer do you need highly skilled data scientists to get the job done—now non-technical business users can deploy production-ready IVAs, among other self-service customer service capabilities.

Why does that matter? When the world went rapidly digital, customer engagement solutions such as IVAs became invaluable pandemic frontline first responders in the customer service realm. Today, IVA technology is revolutionising how customer service is delivered and is changing the game for many organisations as they strive to come back stronger in the post-pandemic era with a renewed focus on customer experience and engagement.

Good news! IVA technology using advanced conversational artificial intelligence (AI) no longer needs to be associated with costly IT overhauls and operational disruptions.

With the introduction of low-code/no-code solutions, this DIY approach is helping companies deploy IVAs faster and more cost-effectively—further democratising enterprise-grade technologies for all.

Read more from Verint’s Jen Snell in Contact Centre Pipeline.