Hi @Alex Sander Felicio.🤓
We've been evaluating AVA in several customer experience scenarios, and the biggest value compared to traditional Architect-based bots is its ability to understand natural language without relying on extensive intent trees, keyword matching, or complex decision logic.
Some use cases where AVA has shown strong value include:
Customer self-service for account inquiries, order status, and appointment management.
Contact center deflection by resolving common requests without agent intervention.
Knowledge-based interactions where customers ask questions in multiple ways and expect conversational responses.
Intelligent triage before routing to the appropriate queue or department.
Regarding channels, we've seen AVA fit naturally in both voice and digital interactions. In voice scenarios, it helps reduce the complexity of traditional IVR menus, while in digital channels it provides a more natural conversational experience.
For intent recognition and context management, AVA performs significantly better when customers use free-form language. It can maintain context across multiple turns, reducing the need for customers to repeat information or navigate rigid conversation paths.
From an integration perspective, Architect still plays an important orchestration role. AVA can leverage Architect flows, Data Actions, and external APIs to retrieve customer information, perform transactions, and trigger backend processes.
Overall, AVA tends to provide the greatest value in environments where customer requests are diverse, difficult to model through traditional intent-based bots, and require more natural conversational interactions.
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Leonardo Vieira
Telecom Specialist
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