Advanced IVR with Conversational AI uses Machine Learning to understand the various ways your customers make requests. For example, you might teach the virtual agent to understand the phrase “I’d like to get my car fixed,” and, over time, the virtual agent will understand that “Can you fix my car?” means the same thing.
What’s possible with an intelligent IVR?
Call routing
Route calls to the right person or department automatically to assist customers quickly.
Agent escalation
Escalate calls to agents who can use context gathered by the IVR to pick up where it left off.
Self-service automation
Complete order processing, bill pay, appointment scheduling, and information retrieval without an agent.
AI virtual agents
Deflect calls to virtual agents that can provide conversational AI experiences to save agent bandwidth.
Proactive notifications
Confirm appointments, provide critical account updates, and confirm delivery details quickly and easily.
Emergency notifications
Make it easy for people to get critical information at scale without tying up phone lines.
Improve the customer experience with your IVR
Help customers find what they’re looking for sooner with an IVR that goes beyond button-pushing menus. Deliver contextual intelligent self-service.
Decrease pressure on live agents
Manage call volumes with an IVR workflow that automates basic tasks to preserve agent resources for the most critical calls.
Make agents more efficient
Collect context from the customer’s IVR interaction so agents have a full picture of the situation by the time a call is escalated to them.
