This infographic explains why customers increasingly prefer self-service for transactional support and how intelligent virtual agents (IVAs) meet that demand. It highlights that over 80% of customers attempt self-service before contacting an agent and that AI-driven interactions are becoming the norm. The visual outlines common IVA use cases such as appointment scheduling, payments, password resets, and order lookups. It emphasizes how IVAs reduce call volume, lower service costs, and improve customer satisfaction while still enabling seamless escalation to live agents when empathy or complex problem-solving is required.

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