AI Virtual Agents
Voice and chat agents with seamless human escalation.
AiCX's AI Virtual Agents practice deploys voice and chat virtual agents that handle end-to-end customer resolution — not just deflection. We design IVAs that can authenticate the caller, look up account information, take action, and escalate to a human with full context when judgment is required.
Modern AI virtual agents combine LLM-driven understanding, RAG-grounded answers, tool use for system action, and voice technology (TTS, STT, voice biometrics) that produces a conversation customers actually prefer to a tone-based IVR. The result is genuine self-service for a large share of contact volume.
We deploy and operate IVAs across the major platforms — Cognigy, Kore.ai, PolyAI, Parloa, Replicant, Voiceflow, Microsoft Dynamics, AWS Lex/Connect, Google CCAI, plus custom builds — chosen based on workload, integration depth, and platform fit.
The difference is in how we run the program — not the deck.
Plenty of vendors can quote you a seat. Few can deliver an outcome. Here's what changes when AiCX runs your ai virtual agents program.
End-to-end resolution
Authenticate, look up, take action, and resolve — not just route.
Conversation that feels human
Modern voice and language models produce conversations customers prefer to legacy IVR.
Seamless human handoff
When escalation is needed, the human gets full context — not a starting-from-zero call.
Voice biometrics
Passive authentication eliminates 30+ seconds per call.
Multilingual by design
50+ languages with native-quality voice and understanding.
Platform-agnostic deployment
Cognigy, Kore.ai, PolyAI, Parloa, Replicant, Voiceflow, AWS Connect, Google CCAI, Azure.
Everything you need on day one — built in.
A ai virtual agents program from AiCX ships with the operational scaffolding most clients spend quarters trying to assemble in-house.
- Voice IVA design and deployment
- Chat IVA design and deployment
- LLM-powered intent and dialog management
- RAG-grounded responses with citation
- Tool use / API orchestration for action-taking
- Voice biometrics integration
- Sentiment-aware escalation
- Multilingual deployment (50+ languages)
- Seamless human handoff with full context
- Real-time eval and quality monitoring
- Continuous improvement and tuning
- A/B testing and conversation experimentation
How teams put ai virtual agents to work.
Member services IVA for a national payer
Voice IVA handles 18M annual member calls with 47% containment, 38-second AHT compression, and HIPAA-compliant authentication.
Servicing IVA for a regional bank
Voice IVA handles balance, transactions, and bill-pay with biometric auth; lifted containment from 19% to 54%.
Reservation chat IVA for an airline
Chat IVA handles flight changes, refunds, and rebooking; resolves 61% end-to-end with full system action.
Common questions about AI Virtual Agents.
Don't see your question? Talk to our solutioning team — we'll walk you through pricing, footprint, and ramp options for your specific program.
Related services
AI Applications & Managed Services
LLM assistants, RAG pipelines, classification models — operated as a service.
API Integration Tools
Pre-built and custom integrations across CCaaS, CRM, ticketing, and telephony.
BOT Development
Conversational and task-automation bots with ongoing tuning.
Ready to deploy AI Virtual Agents?
Schedule a 30-minute working session with our solutioning team — bring your KPIs, leave with a delivery plan.