Generative AI (GenAI) will drive step change in small business customer service and engagement. While the vast majority of functionality that small businesses require overlaps with what consumers need, there are several key capabilities that are unique to small businesses. These capabilities (Figure 1) have been challenging to deliver with traditional IVA systems.

Figure 1: IVA Capabilities Needed to Outperform in Small Business Banking

Source: Celent interviews and analysis