5 Predictions for Intelligent Virtual Assistants in 2018

There's no doubt that 2017 was an exciting year for Intelligent Virtual Assistants (IVAs) and artificial intelligence. We conducted research showing that consumers' comfort with automated technology is increasing, and most are willing to try out new methods for resolving customer service issues. We also saw how the introduction and growth of new customer care channels such as social media have led to new challenges for enterprises looking to provide a consistent, omnichannel experience for their customers. And, finally, the integration of technology such as voice biometrics has increased the overall security of IVAs and expanded what they can be used to accomplish. Now that we're into a new year, we want to look ahead to what 2018 has in store for IVAs.