Virtusa Recognized as Global Leader in Gen AI Services by ISG Provider Lens® - Read report

success story

From frustrated users to engaged customers with authentic AI conversations

Impersonal and disconnected agent communication was alienating customers from this leading well-being tech company. Virtusa helped turn things around by introducing an Intelligent Virtual Assistant (IVA) that could engage users in more natural, authentic ways. The solution streamlined support across channels, reduced strain on internal teams, and led to faster, more satisfying customer experiences.

KEY SERVICES

IVA Studio for low-code and pro-code bot design
Conversational analytics and data structuring
Mobile integration for iOS and Android
Secure multi-environment deployment (sales, dev, test)

KEY TECHNOLOGIES

Intelligent Virtual Assistant (IVA) platform
Natural language processing (NLP)
Machine learning models
Software-as-a-Service (SaaS) architecture

Disconnected dialogues in a connected world

A customer’s conversations with any company should never be stressful, let alone those with a company in the business of customer experience solutions. That’s precisely what was happening with this leading organization that handled multitudes of customer interactions daily. Poor-quality chatbots were putting customers off due to linear, robotic interactions devoid of empathy. In an era of heightened customer centricity and hyper-personalization, such experiences could hurt trust and impact retention.

With users increasingly demanding intuitive, helpful, and emotionally intelligent conversations—available anytime, across any platform, the company was facing bigger issues under the surface. Limited teams with capacity gaps and constrained budgets made it difficult to scale personalized service without burning out human agents. Meanwhile fragmented internal requirements and siloed workflows led to disjointed implementations and slow rollouts. Recognizing the need for immediate expert intervention, the company partnered with Virtusa.

Virtusa played a pivotal role in transforming a well-being technology company’s customer engagement strategy by deploying advanced chatbot solutions. This partnership not only enhanced user experience but also helped position the company as a market leader in its domain.

From insight to impact with Virtusa’s IVA

Virtusa began by immersing itself in the client’s operations, mapping workflows, tools, and user needs. This deep understanding led to the creation of a tailored IVA Platform, built on a SaaS foundation and powered by IVA Studio. The studio offered a flexible environment for designing intelligent voice and chat assistants using low-code and pro-code tools, supported by customizable libraries that accelerated delivery and improved ROI. With built-in NLP and machine learning, the IVA could interpret user intent, manage complex conversations, and deliver more natural, contextual interactions.

Next, Virtusa worked closely with the company’s UI teams and leadership to integrate the IVA into the client’s iOS and Android apps to enhance user convenience. Based on the discussions, it mapped conversational flows, refined the user experience, and connected application programming interfaces (APIs), ensuring smooth, secure deployment across dedicated environments for development, testing, and sales.

Virtusa then added the power of artificial intelligence (AI) to the IVA to enable human-like conversations across every channel, delivering personalized experiences in voice and digital. The integration equipped the CX automation leader with advanced modules:

Conversation Designer for building and testing assistants
Conversation Explorer to extract insights from user interactions
Intent Manager to train models with custom datasets
Conversational Analytics to uncover trends and unmet needs

These capabilities helped the well-being tech company deliver smarter, more personalized support at scale.

Innovation that powered growth

Virtusa played a pivotal role in transforming a well-being technology company’s customer engagement strategy by deploying advanced chatbot solutions. This partnership not only enhanced user experience but also helped position the company as a market leader in its domain.

Key impact:

Enhanced customer engagement: Virtusa’s chatbots effectively bridged the communication gap between the company and its users, leading to more meaningful interactions.
User-centric design: A deep understanding of customer needs enabled the development of tailored solutions that resonated with end users.
Cost-efficient delivery: The project was executed within budget constraints while maintaining high quality standards.
Accelerated feature rollout: Transparent collaboration between both teams allowed for faster delivery of valuable product features.
Market differentiation: The chatbot solution became a standout feature, helping the company distinguish itself in a competitive wellness tech landscape.

Charting the next chapter of CX innovation

Virtusa’s expertise in structuring complex data with strong governance enabled the CX automation leader to scale conversational AI and deliver authentic interactions at speed and quality. The IVA now stands as a foundation for adaptive, user-centric engagement.

Looking ahead, the focus is on modular, transparent bot solutions refined through iterative improvements, along with mobile-controlled features designed to enhance convenience. Together, these advances will continue to elevate experiences and fuel market expansion.