South Africa, Sept. 1 -- According to Telviva CEO David Meintjes, the launch addresses a critical market need: moving past traditional, rigid chatbots to deliver integrated, autonomous customer experiences without losing the crucial human touch.

Elevating the receptionist to 'customer experience influencer'

A core philosophy behind Viva is the evolution of traditional workplace roles. Meintjes explains that the conventional role of the front-line receptionist is fundamentally shifting into that of a customer experience (CX) Influencer.

By allowing the digital agent to handle repetitive routing and baseline queries, the receptionist steps into the role of "human in the loop" and focuses on the customer experience, which is a higher-valu...