Just AI Intelligent IVR

The main articles are:

• Call Center: Purpose, Types, and Tasks
• IVR (Interactive Voice Response)
• Speech Recognition (Technology, Market)
• Speech technology: On the path from recognition to understanding

2022: Launch of Ready-Made Incoming Telephony Solution - Intelligent IVR

The developer conversational technologies AI Just AI announced on December 6, 2022 the launch of a ready-made solution for the incoming - telephony Intelligent. IVR The solution helps to contact center to set up personal communication with the client thanks to the technical filling from (), NLP ASR Natural Language Understanding (Automatic Speech Recognition), TTS (text-to-speech), as well. machine learning

Intelligent IVR (Interactive Voice Response) , unlike tone, not only routes incoming calls, but independently answers client questions. The solution is flexibly connected to external and internal services - CRM systems, telephony, software for contact centers and banks or databases, which allows you to automate dozens of scenarios related to personal data of customers. Such a voice operator will easily authorize the user, tell him when to expect a courier, collect data for issuing an application, cancel or transfer the recording, answer questions and accept feedback on the call. If there is a non-standard situation, the voice operator will determine the problem and send the client to the desired skill group.

Depending on the scope, it is possible to further learn NLU on the existing datacet in order to improve the quality of recognition on a specific topic, add branches and expand reactions. boat The scenarios included in the solution are aimed at automating service processes in the bank and already contain the most frequent client requests. If there are information events in the bank's database that can help predict the reason for the client's call, the Intellectual IVR at the beginning of the dialogue asks not a general question to clarify the reason for the appeal, but offers to get advice on a predetermined topic. In case of failure, the bot conducts a consultation in standard mode. Intelligent IVR is also capable of proactive behavior. If there are personal recommendations for the client in the system, the voice operator will voice the proposal, work out objections, help connect the service or service and, if necessary, transfer the conversation to the operator. 

Getting to the classic IVR, a person is forced to listen to all options of the voice menu, the Intelligent IVR immediately recognizes the user's request, directs the script in the right direction and processes the appeal without the help of an operator. Remaining at communications 24/7, Intelligent IVR can help the customer in any, time regardless of the load on, CC noted Sergey Fomin, Head of Solutions Development at Just AI.

The technology allows the contact center to improve indicators such as average time and service level (AHT and Service Level). With flexible scalability, Intelligent IVR can receive up to 1,000 calls at a time. The solution easily unfolds next to the classic IVR and gradually, branch by branch, is put into operation. The project is available for implementation both in the cloud and in the customer's contour. The price is available upon request.