Intelligent Virtual Assistants and the contactless economy – The new normal


In a post-pandemic world, enterprises will have to rapidly retool to establish meaningful interactions with their customers, employees, and stakeholders in a contactless economy.

Intelligent Virtual Assistants sit at the crossroads of three trends affecting enterprises:


(1) Vast volumes of interactions 

(2) Drive towards self-service automation 

(3) Digital transformation; the new business imperative for success


Watch guest speaker Charles Betz, Forrester Principal Analyst, as he discusses how Intelligent Virtual Agents (IVA) are being applied across industries to provide a seamless experience from HR to IT help desks, to sales teams and beyond. Charles will discuss best practices and insights on implementing a successful self-service automation project using IVA. Discover real-world use cases from Avaamo’s global experience with self-service automation. 


Key Takeaways:


1. How Virtual Agents can improve your customer and employee experience.

2. How to choose a “use case” and plan for a successful IVA project.

3. How to choose the right technology for an IVA project.

4. Learn about successful IVA projects for employees and customers.

Charles Betz

Principal Analyst serving Infrastructure & Operations Professionals


Charles Betz is Forrester’s lead DevOps analyst serving infrastructure and operations professionals globally. In this role, he covers continuous deployment and release automation, incident management, and emerging topics such as containers and chaos engineering. He also covers the transformation of “traditional” IT operations organizations into next-generation digital service organizations. He retains an interest in enterprise service management topic areas such as service portfolio management, service catalog, IT asset management, application discovery and dependency mapping, configuration management, and CMDB as well as industry frameworks like ITIL, IT4IT, and COBIT.


Manu Prasanna

Conversational AI Strategist


Manu Prasanna is an experienced marketing and technology professional. At Avaamo, Manu ensures Avaamo products are aligned to market needs and the quality of the products are in alignment with company values. Previously at VMware, Manu was in charge of developing a next-generation Cloud Management Platform including Cloud Automation, Operations, and Business Management products. Manu was one of the key figures for the new tech releases from VMware. His passion for creating and distributing beneficial software services has allowed for exciting market trends and tech updates.

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