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Self-Service Intelligent Virtual Agent & Chatbot 

AI-driven and Automated Chatbot or Intelligent Virtual Agent

Self-service options help drive down costs by reducing the number of resources involved in handling customer inquiries while increasing customer satisfaction.

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Liaa IVA Benefits

  • Faster response and resolution time

  • Reduction in employee stress and burnout

  • A self-learning system

  • Unlimited and rapid access to knowledge

  • Predictive and proactive support

  • Increased productivity of customer service teams

  • Significant reduction in payroll expenses as many virtual agents can be monitored by one live agent

Liaa IVA Features


  • Virtual agents can be scaled up or down

  • Virtual agents can completely automate live agents or augment their performance in conversational form

  • Live agent monitoring in which a single live agent can monitor multiple virtual agents and intervene if required

  • Seamless interface to third-party chat and knowledge systems 

  • User interface for administration, configuration and process training

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OnviSource Liaa IVA

An Integral Part of Workforce Optimization & Customer Experience Management


Unlike siloed chatbot products, our Liaa Intelligent Virtual Agent  becomes an integral part of Workforce Optimization and Customer Experience Management.

Liaa is supported by our hyper analytics, enabling companies to conduct automated QA, First Call Resolution improvement, trend and intent analysis, and topical categorization for 100% of chat interactions.

  • Interactions via text or voice​

  • Liaa is powered by our proprietary AI engine with NLU/NLP and Deep Learning

  • API and access to 3rd party chat and knowledge systems

Return on Investment Scenario

OnviSource believes that your employee per-minute payroll overhead could be an average of 0.78c per minute. Using an average of 300,000 minutes per month using live agents vs. an IVA, your Return on Investment can be scaled to how many agents you want to replace or augment.


  • Replacing 100% of Agents could yield $227,150 savings per month

  • Replacing 75% of Agents could yield $168,650 savings per month

  • Replacing 50% of Agents could yield $110,150 savings per month

  • Replacing 25% of Agents could yield $51,650 savings per month

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