AIVA
AIVA, the AI Virtual Assistant for call centres, is a desktop copilot for agents. They ask during a live call and get streamed answers grounded only in the client's knowledge base, with source links and per-queue access.
- RAG
- Streaming answers
- Source links
- Multi-LLM
01
Overview
AIVA is a GoChat247 product for call centres that serve several client accounts. Each agent works with a desktop widget branded for the account they handle. During a call they type a question in plain language, and the answer streams back, drawn only from that account's knowledge base and linked to its sources.
- Category
- Agent assist
- Industries
- Contact centres · Banking & finance
02 · Business value
What it changes for the business
AIVA
Shorter calls and the same right answer from every agent, using the documents the client already has.
- 01
Less time on hold
Agents find the answer while the customer is still on the line, instead of searching guides or asking a supervisor.
- 02
Consistent answers
Every agent answers from the same approved documents for their queue, so customers get the same answer whoever picks up.
- 03
One platform, many clients
Each client account gets its own knowledge base, queues and branding, so an outsourced centre can serve several clients from one installation.
- 04
Visible AI spend
Requests, tokens and cost are tracked per account, which makes AI spend easy to plan and attribute.
03 · The Problem → The Outcome
Challenges → Solutions
- 01
Challenges: Agents put customers on hold to search long product guides
Solutions: Agents ask in plain language and the answer streams back while the call continues
- 02
Challenges: General AI answers can be wrong or off-policy
Solutions: Answers come only from the account's own knowledge base, with links to the sources
- 03
Challenges: Agents on one queue see content meant for another
Solutions: Knowledge is published per queue, and agents only query the queues they work on
- 04
Challenges: Keeping the knowledge base current takes too much effort
Solutions: PDF and Word import plus SharePoint sync, with a visible processing pipeline for each file
- 05
Challenges: There is no view of whether the assistant helps or what it costs
Solutions: A per-account dashboard of requests, success rate, response time, tokens, cost and answer feedback
04 · Use cases
Where it fits, by industry
Contact centres
AI that reviews every conversation and helps contact-centre teams act on it.
- 01
Live-call agent assist
Agents keep the widget open beside their main screen and ask product and policy questions without putting the customer on hold.
- 02
Multi-client outsourcing
An outsourced centre gives each client its own branded widget, knowledge base and queues, and tracks usage and cost per client.
Banking & finance
Compliant AI solutions for banks and financial institutions.
- 01
Internal knowledge assistant
Bank agents get instant answers on account opening, card fees and payments from the bank's own guides, with an installment calculator and branch locations in the widget.
05
Enterprise Capabilities
Intended Users
Call-centre agents on live calls, and the team leads and admins who manage knowledge, queues and widget settings.
AIVA
Agent assist
- 01Branded desktop widget for each client account
- 02Streamed answers grounded in the knowledge base, with source links
- 03Per-queue knowledge access
- 04Document import and SharePoint sync
- 05Copy as email or chat reply, with answer rating
- 06Usage, quality and cost dashboard
06 · Highlights
Key Proof Point
AIVA
Answers are drawn only from the documents published to the agent's queue, and each one links back to its source.
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