{"id":59440,"date":"2025-05-05T08:00:40","date_gmt":"2025-05-05T15:00:40","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=59440"},"modified":"2025-06-22T23:28:02","modified_gmt":"2025-06-23T06:28:02","slug":"the-rise-of-the-intelligent-virtual-agent","status":"publish","type":"post","link":"\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/","title":{"rendered":"The rise of the intelligent virtual agent: Why IVAs are reshaping customer expectations and support models"},"content":{"rendered":"

In this three-part series, we’re diving deep into the world of Intelligent Virtual Agents (IVAs) and their transformative impact on customer service. We’ll explore how these AI-powered assistants are revolutionizing customer interactions, delivering tangible benefits to businesses, and how organizations can successfully implement and scale their IVA strategies. Let’s begin by understanding what IVAs are and why they’re becoming increasingly crucial in today’s business landscape.<\/p>\n

Imagine a customer service agent that never sleeps, learns from every interaction, and can handle thousands of inquiries simultaneously. This isn’t science fiction. It’s the reality of Intelligent Virtual Agents (IVAs), and they’re revolutionizing how businesses connect with customers.<\/p>\n

Gone are the days of clunky chatbots and frustrating automated phone systems. Today’s IVAs are sophisticated, AI-powered assistants that are reshaping customer expectations and support models across industries.<\/p>\n

<\/a>The evolution of virtual agents<\/h2>\n

The journey from basic chatbots to intelligent assistants has been nothing short of revolutionary. In the early days, virtual agents were little more than rules-based systems, offering rigid experiences through phone trees and inflexible workflows.<\/p>\n

These primitive assistants followed pre-programmed scripts and provided purely transactional interactions. They had no ability to understand context or nuance. But as artificial intelligence and natural language processing technologies have advanced, so too have the capabilities of virtual agents.<\/p>\n

Modern IVAs, like those powered by RingCentral’s AI technology, can understand context, learn from interactions, and even anticipate customer needs. They’re not just responding to queries; they’re engaging in meaningful conversations.<\/p>\n

<\/a>What makes an IVA “Intelligent”?<\/h2>\n

The intelligence in IVAs comes from a combination of cutting-edge technologies:<\/p>\n

Artificial intelligence (AI)<\/strong>: Enables IVAs to learn and improve over time, making them increasingly effective at handling complex queries.<\/p>\n

Natural language processing (NLP)<\/strong>: Allows IVAs to understand and respond to human language naturally, picking up on nuance and intent.<\/p>\n

Contextual understanding: IVAs can consider the full context of a conversation, including past interactions and customer data, to provide more relevant and personalized responses.<\/p>\n

<\/a>Key trends driving IVA adoption<\/h2>\n

Several factors are accelerating the adoption of IVAs across industries:<\/p>\n

Demand for 24\/7 support<\/strong>: In our always-on world, customers expect round-the-clock service. IVAs can provide this without the need for human agents working night shifts.<\/p>\n

Rising labor costs<\/strong>: As the cost of human labor increases, IVAs offer a cost-effective alternative for handling a significant portion of customer interactions.<\/p>\n

Evolving customer expectations<\/strong>: Modern consumers expect quick, efficient service. IVAs can provide instant responses and handle multiple queries simultaneously.<\/p>\n

<\/a>IVAs vs. live agents and traditional IVRs<\/h2>\n

While IVAs are not meant to replace human agents entirely, they offer several advantages:<\/p>\n

Scalability: IVAs can handle an unlimited number of simultaneous interactions.<\/p>\n

Consistency: They deliver the same high-quality experience every time.<\/p>\n

Speed: Instant responses to common queries without wait times.<\/p>\n

Compared to traditional Interactive Voice Response (IVR) systems<\/a>, IVAs offer a more natural, conversational experience. They can understand complex queries and don’t force customers through rigid menu trees.<\/p>\n

<\/a>Real-world use cases<\/h2>\n

IVAs are making waves across various industries:<\/p>\n

In healthcare, they’re scheduling appointments and answering basic medical questions.<\/p>\n

Financial institutions use IVAs for account inquiries and transaction processing.<\/p>\n

Retailers employ IVAs for order tracking, product recommendations, and inventory checks.<\/p>\n

Travel companies leverage IVAs for booking assistance and travel information.<\/p>\n

As businesses look to enhance their customer service capabilities, many are turning to comprehensive solutions like RingCentral’s RingCX, which integrates AI-powered IVAs seamlessly into a broader customer engagement platform.<\/p>\n

The rise of Intelligent Virtual Agents marks a significant shift in how businesses approach customer service. By combining the efficiency of automation with the nuance of human-like interaction, IVAs are setting new standards for customer support.<\/p>\n

In our next installment, we’ll delve deeper into the tangible benefits and ROI that businesses can expect when implementing AI-powered IVAs. We’ll explore how these intelligent assistants not only drive efficiency but also contribute to customer delight and loyalty. Stay tuned as we continue to unpack the transformative potential of IVAs in modern business communications.<\/p>\n

Read part 2<\/span><\/a> and part 3<\/span><\/a> of our series.<\/p>\n","protected":false},"excerpt":{"rendered":"

In this three-part series, we’re diving deep into the world of Intelligent Virtual Agents (IVAs) and their transformative impact on customer service. We’ll explore how these AI-powered assistants are revolutionizing customer interactions, delivering tangible benefits to businesses, and how organizations can successfully implement and scale their IVA strategies. Let’s begin by understanding what IVAs are …<\/p>\n","protected":false},"author":1143,"featured_media":59441,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[43331,4],"tags":[],"class_list":["post-59440","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-innovation","category-customer-experience"],"acf":[],"yoast_head":"\nThe rise of the intelligent virtual agent: Why IVAs are reshaping customer expectations and support models<\/title>\n<meta name=\"description\" content=\"In this three-part series, we're diving deep into the world of Intelligent Virtual Agents (IVAs) and their transformative impact on customer service.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The rise of the intelligent virtual agent: Why IVAs are reshaping customer expectations and support models\" \/>\n<meta property=\"og:description\" content=\"In this three-part series, we're diving deep into the world of Intelligent Virtual Agents (IVAs) and their transformative impact on customer service.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2025-05-05T15:00:40+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-06-23T06:28:02+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2025\/05\/Image-Overlay-Filter.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1280\" \/>\n\t<meta property=\"og:image:height\" content=\"720\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Eric Kenney\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Eric Kenney\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/\"},\"author\":{\"name\":\"Eric Kenney\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/da5fbf1896fb9da25cdf83a5ab2683a2\"},\"headline\":\"The rise of the intelligent virtual agent: Why IVAs are reshaping customer expectations and support models\",\"datePublished\":\"2025-05-05T15:00:40+00:00\",\"dateModified\":\"2025-06-23T06:28:02+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/\"},\"wordCount\":690,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/05\/Image-Overlay-Filter.jpg\",\"articleSection\":[\"AI & Innovation\",\"Customer & employee experience\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/\",\"name\":\"The rise of the intelligent virtual agent: Why IVAs are reshaping customer expectations and support models\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/05\/Image-Overlay-Filter.jpg\",\"datePublished\":\"2025-05-05T15:00:40+00:00\",\"dateModified\":\"2025-06-23T06:28:02+00:00\",\"description\":\"In this three-part series, we're diving deep into the world of Intelligent Virtual Agents (IVAs) and their transformative impact on customer service.\",\"breadcrumb\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/#primaryimage\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/05\/Image-Overlay-Filter.jpg\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/05\/Image-Overlay-Filter.jpg\",\"width\":1280,\"height\":720,\"caption\":\"Woman on computer working as customer service rep\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"\/us\/en\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"The rise of the intelligent virtual agent: Why IVAs are reshaping customer expectations and support models\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"name\":\"RingCentral Blog\",\"description\":\"Intelligent Communications\",\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\",\"name\":\"RingCentral\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"width\":2048,\"height\":309,\"caption\":\"RingCentral\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ringcentral\",\"https:\/\/x.com\/ringcentral\",\"https:\/\/www.linkedin.com\/company\/ringcentral\/\",\"https:\/\/www.instagram.com\/ringcentral\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/da5fbf1896fb9da25cdf83a5ab2683a2\",\"name\":\"Eric Kenney\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/686c4e834887301908e2d6284a639b7abd5e3446af7912a39a44ff211b8b0d8f?s=96&d=mm&r=g\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/686c4e834887301908e2d6284a639b7abd5e3446af7912a39a44ff211b8b0d8f?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/686c4e834887301908e2d6284a639b7abd5e3446af7912a39a44ff211b8b0d8f?s=96&d=mm&r=g\",\"caption\":\"Eric Kenney\"},\"description\":\"Eric Kenney is Director of Product Marketing at RingCentral. He is responsible for RingCentral RingEX product marketing strategy with focus on key initiatives like RingCentral for Microsoft Teams.\",\"sameAs\":[\"https:\/\/www.linkedin.com\/in\/erickenney\"],\"url\":\"\/us\/en\/blog\/author\/eric-kenney\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"The rise of the intelligent virtual agent: Why IVAs are reshaping customer expectations and support models","description":"In this three-part series, we're diving deep into the world of Intelligent Virtual Agents (IVAs) and their transformative impact on customer service.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/","og_locale":"en_US","og_type":"article","og_title":"The rise of the intelligent virtual agent: Why IVAs are reshaping customer expectations and support models","og_description":"In this three-part series, we're diving deep into the world of Intelligent Virtual Agents (IVAs) and their transformative impact on customer service.","og_url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/","og_site_name":"RingCentral Blog","article_publisher":"https:\/\/www.facebook.com\/ringcentral","article_published_time":"2025-05-05T15:00:40+00:00","article_modified_time":"2025-06-23T06:28:02+00:00","og_image":[{"width":1280,"height":720,"url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2025\/05\/Image-Overlay-Filter.jpg","type":"image\/jpeg"}],"author":"Eric Kenney","twitter_card":"summary_large_image","twitter_creator":"@ringcentral","twitter_site":"@ringcentral","twitter_misc":{"Written by":"Eric Kenney","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/#article","isPartOf":{"@id":"\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/"},"author":{"name":"Eric Kenney","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/da5fbf1896fb9da25cdf83a5ab2683a2"},"headline":"The rise of the intelligent virtual agent: Why IVAs are reshaping customer expectations and support models","datePublished":"2025-05-05T15:00:40+00:00","dateModified":"2025-06-23T06:28:02+00:00","mainEntityOfPage":{"@id":"\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/"},"wordCount":690,"publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2025\/05\/Image-Overlay-Filter.jpg","articleSection":["AI & Innovation","Customer & employee experience"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/","name":"The rise of the intelligent virtual agent: Why IVAs are reshaping customer expectations and support models","isPartOf":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/#primaryimage"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2025\/05\/Image-Overlay-Filter.jpg","datePublished":"2025-05-05T15:00:40+00:00","dateModified":"2025-06-23T06:28:02+00:00","description":"In this three-part series, we're diving deep into the world of Intelligent Virtual Agents (IVAs) and their transformative impact on customer service.","breadcrumb":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/#primaryimage","url":"\/us\/en\/blog\/wp-content\/uploads\/2025\/05\/Image-Overlay-Filter.jpg","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2025\/05\/Image-Overlay-Filter.jpg","width":1280,"height":720,"caption":"Woman on computer working as customer service rep"},{"@type":"BreadcrumbList","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"\/us\/en\/blog\/"},{"@type":"ListItem","position":2,"name":"The rise of the intelligent virtual agent: Why IVAs are reshaping customer expectations and support models"}]},{"@type":"WebSite","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","name":"RingCentral Blog","description":"Intelligent Communications","publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization","name":"RingCentral","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/","url":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","width":2048,"height":309,"caption":"RingCentral"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ringcentral","https:\/\/x.com\/ringcentral","https:\/\/www.linkedin.com\/company\/ringcentral\/","https:\/\/www.instagram.com\/ringcentral"]},{"@type":"Person","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/da5fbf1896fb9da25cdf83a5ab2683a2","name":"Eric Kenney","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/686c4e834887301908e2d6284a639b7abd5e3446af7912a39a44ff211b8b0d8f?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/686c4e834887301908e2d6284a639b7abd5e3446af7912a39a44ff211b8b0d8f?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/686c4e834887301908e2d6284a639b7abd5e3446af7912a39a44ff211b8b0d8f?s=96&d=mm&r=g","caption":"Eric Kenney"},"description":"Eric Kenney is Director of Product Marketing at RingCentral. He is responsible for RingCentral RingEX product marketing strategy with focus on key initiatives like RingCentral for Microsoft Teams.","sameAs":["https:\/\/www.linkedin.com\/in\/erickenney"],"url":"\/us\/en\/blog\/author\/eric-kenney\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2025\/05\/Image-Overlay-Filter.jpg","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/eric-kenney\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/686c4e834887301908e2d6284a639b7abd5e3446af7912a39a44ff211b8b0d8f?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">Eric Kenney<\/span><\/a>","rc_author_full_name":"Eric Kenney","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2022\/06\/Eric-Kenney.jpeg","rc_author_link":"\/us\/en\/blog\/author\/eric-kenney\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/ai-innovation\/amp\">AI & Innovation<\/a><a href=\"\/us\/en\/blog\/category\/trending\/customer-experience\/amp\">, Customer & employee experience<\/a>","amp_link":"\/us\/en\/blog\/the-rise-of-the-intelligent-virtual-agent\/amp","excerpt_title":"The rise of the intelligent virtual agent: Why IVAs are r...","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/59440","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/1143"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=59440"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/59440\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/59441"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=59440"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=59440"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=59440"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}