Interactive Virtual Assistants (IVAs) offer advanced customer interaction through AI and natural language processing, improving efficiency and customer satisfaction compared to traditional Interactive Voice Response (IVR) systems, which rely on pre-recorded prompts. While IVR is cost-effective for basic functions, IVAs can handle complex inquiries, reduce call abandonment, and enhance scalability. Businesses must assess their needs to choose the right system, with IVAs being ideal for larger volumes and IVR for simpler requirements.
