Why an intelligent virtual assistant (IVA) will never take the place of a human virtual assistant (clever VA)
Intelligent virtual assistants (IVAs) are everywhere - in fact you may already have one in your home in the form of Alexa, Siri, Cortana or Google Assistant. They certainly have their uses, but we think it’ll be a long time before an IVA will truly take the place of an intelligent human virtual assistant (VA).
So what is an IVA?
An IVA is basically software powered by artificial intelligence (AI), that has a name and the ability to understand human speech and respond in a voice that sounds human. Using AI, it will perform basic tasks for you, such as controlling your home’s automated devices, setting reminders, making calls, playing music and creating shopping lists.
How can IVAs help your business?
There are more complex IVA programs for business that will do far more than the domestic programs. They can help generate sales leads, qualify hot leads, and communicate with customers on a much more human and interactive level than a simple chatbot. This means they can provide a 24/7 service where everyone has a personalised interaction, with no queues or waiting times, all of which improves the customer experience.
Human-to-human interaction
Ironically, as technological advances mean a lot of basic tasks can be done by IVAs, there is a greater need for human-to-human (H2H) interaction. H2H marketing, for example, has always been the mainstay of Business-to-Consumer marketing, but it is now becoming a much more important part of Business-to-Business marketing too. Never forget the old business adage ‘people buy from people’. While an IVA might be able to achieve simple tasks, you can’t beat a good old-fashioned human VA to help you with more complex tasks. So far, the IT gurus haven’t been able to replicate the human ability for creative thinking. An IVA does not have the ability to connect two seemingly random pieces of information in order to come up with an ingenious solution. Nor can it create a solution based on human needs. Its capacity for AI may enable it to anticipate your needs over time, but it will not be able to come up with bespoke solutions for your clients and customer queries in the same way that a clever, intuitive human VA can.
The emotional connection
It doesn’t matter how efficient IVAs are, they will never be able to fulfil our need for human interaction. The more time we spend with technology, the more isolated we feel, and this has a negative impact on our quality of life. Social isolation is responsible for increased risks of depression, insomnia and cognitive decline - all of which will affect your motivation and productivity. Social isolation can also have negative effects on your physical health, such as lowering the immune system, which will make you more vulnerable to illness.
With a human VA, you’ve always got someone to talk to who understands you and your business. Having a chat with colleagues - known to psychologists as social breaks - helps to support your well-being and increase your productivity. When you have a human VA, there will always be that kind of interaction readily available just by picking up the phone or organising a Zoom catch-up. It will do you both good, helping to increase your energy levels, decrease your stress levels and boost your performance. The happier and more relaxed you and your VA are, the better your business.
If you are looking for an intelligent human VA, please feel free to contact us. Our human professionals will talk to you about your needs and introduce you to a real-life person who has the skills, experience and personality to be able to support you and your business.