Level Up Your IVA Maturity:

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Discover where you stand on the path to harnessing the power of an Intelligent Virtual Assistant (IVA) with our quick quiz. Uncover your score and actionable steps to advance your IVA journey.

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What is your annual call volume?

0 - 1,000,000
1,000,001 - 3,000,000
3,000,001 - 10,000,000
10,000,001 - 50,000,000+
NOT SURE

How would you rate your organization's current customer satisfaction (CSAT) levels over the past six months?

EXCELLENT
GOOD
AVERAGE
POOR

How important is customer experience (CX) to your brand?

EXTREMELY IMPORTANT The cornerstone of our success
VERY IMPORTANT Excellent service is essential
SOMEWHAT IMPORTANT Understand the need to satisfy customers
NOT VERY IMPORTANT Focus is on other business aspects

How well do your current automated customer support systems handle complex requests?

Example: For interactions that require several steps to resolve, such as identity validation, troubleshooting internet connectivity issues, resolving incorrect billing issues, or complex travel itinerary changes

COMPLETELY
PARTIALLY
STRUGGLE TO RESOLVE COMPLEX ISSUES
NOT EQUIPPED TO HANDLE COMPLEX REQUESTS

Does your organization have a CRM system to manage customer interactions?

YES, FULLY INTEGRATED AND FUNCTIONAL
YES, BUT WITH LIMITED INTEGRATION AND FUNCTIONALITY
IN THE PROCESS OF IMPLEMENTING
NO CRM SYSTEM IN PLACE

How would you rate your organization's ability to hire, maintain and scale customer support staff during peak times?

EXCELLENT
GOOD
AVERAGE
POOR
N/A (NO PEAK TIMES)

How satisfied are you with the insights and data you get from your current self-service automation?

Example: IVR, chatbots

EXTREMELY SATISFIED
MODERATELY SATISFIED
MODERATELY DISSATISFIED
NOT SATISFIED

How frequently does your organization update its customer service strategies based on data insights?

0 – 6 MONTHS
7 – 12 MONTHS
13 – 18 MONTHS
19 – 24 MONTHS
NEVER

How would you describe your organization's openness to technological innovation?

EXTREMELY OPEN
GENERALLY OPEN
SOMEWHAT OPEN
NOT OPEN

How do you estimate your IT department’s enthusiasm and aptitude for implementing a DIY solution?

Example: skillset, staffing availability, etc

FULLY PREPARED
SOMEWHAT PREPARED
NOT PREPARED, BUT WILLING TO LEARN AND ADAPT
NOT PREPARED

How much does your organization invest in customer experience innovation and technologies?

SIGNIFICANT INVESTMENT Part of our strategic priority
MODERATE INVESTMENT Aligned with our business goals
MINIMAL INVESTMENT When there is a proven ROI
NOT CURRENTLY INVESTING IN CUSTOMER EXPERIENCE INNOVATION

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