IVA The Good the bad and the not so pretty
Updated November 06, 2025

IVA The Good the bad and the not so pretty

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Intelligent Virtual Assistant (IVA)

We leverage IVA for chats and voice and are attempting to solve for not for one use case but rather a variety of CX workflows we are looking to automate, and improve overall efficiencies for agents.

Pros

  • Easy to navigate
  • Continual updates
  • Excellent Training (shout out to Jasmine!)

Cons

  • There is minimal documentation around what we can and can't do for IVA
  • IVA seems to be a newer product so this is difficult when trying to implement new things
  • IVA has a lot of non-Verint friendly terms (Think Prompt, vs. answer or Intent/Alternate vs. context).
  • Decreased overall AHT in chat by 10% minutes
  • Improved overall containment rates by 10%
  • Has yet to help our CSAT/NPS scores
For someone familiar with how to read code, this is a great and easy to understand platform. If you are not technical, you will struggle. We have folks who aren't familiar with JavaScript who struggled to get anything updated for months because they aren't technical and had to rely on the Verint team for support. With the right folks in place who knew JavaScript, that helped extremely
Salesforce we had a difficult time only because we did not have a Salesforce rep to support our AI journey. For Intercom, this was extremely easy to set up, super easy to create new conversation flows and customize. The only downside Intercom had was they didn't have the ability to support our voice channel.

Do you think Verint Intelligent Virtual Assistant (IVA) delivers good value for the price?

No

Are you happy with Verint Intelligent Virtual Assistant (IVA)'s feature set?

Yes

Did Verint Intelligent Virtual Assistant (IVA) live up to sales and marketing promises?

No

Did implementation of Verint Intelligent Virtual Assistant (IVA) go as expected?

No

Would you buy Verint Intelligent Virtual Assistant (IVA) again?

Yes

IVA is perfect for a chat platform. The difficult part is getting all the new things integrated and connected without Verint hand holding me. I want to fly but there is not that much content available online to help me do that.

Using Verint Intelligent Virtual Assistant (IVA)

8 - A variety of business functions, including customer support, product, engineering, analytics, and marketing. These individuals help build a better experience for our users within IVA and can collaborate easily by using IVA dashboards as their primary reference point.
These people are primarily business users, along with a few developers who support if and when needed. I have one member who is managing building out my IVA experiences as their primary function and is not a developer. They can quickly spin up new conversations in a matter of minutes or days, depending on the complexity. They work alongside our developers to add in specific pieces we may need, like reporting, for example.
  • New Acquisition Opportunities
  • Self Servicing Capabilities
  • Automation/AI Capabilities
  • We've been able to build dashboards to understand how well our bot converts users during sign-up
  • Provide proactive methods for the bot to assist users during error scenarios, or common points of delay in converting
  • Provide self-service capabilities for users across voice and chat channels
While I enjoy the IVA product, there is still some fine-tuning of the platform that can be done. There are some nuances to the Verint platform, which can make it difficult to start quickly. We thought business users would be able to easily manage the work needed within the IVA platform for our business; however, with how complex we want to make the experience, that was not possible. We quickly realized we needed more support than just our business users, who were not familiar with how to add API information into a conversation flow. This is why we expanded to others within our business to support the tool.

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