Reduce long customer waiting time with AI that talks to your customers and resolves issues without agents
Trusted by governments, leading telecoms and banks
On average, customers wait more than 2.4 minutes on the line until they are connected to a customer support agent. Long waiting time increases the rate of abandoned calls, frustrates customers, and actually costs companies around 2% of potential extra sales as some of the abandoned calls are connected to sales opportunities.
Conversational IVR by MindTitan is an AI solution that automates your call center and enhances representatives to serve inbound contacts more effectively. It uses enhanced speech recognition models and natural language processing to understand your customers during the phone calls.
Prioritizes urgent cases
Detects sales opportunities
Automatically resolves issues
“MindTitan has been Elisa’s partner in developing several AI-powered solutions. What we value most about MindTitan is their enthusiasm about bringing maximum business value for Elisa by using the full potential of our data. From consultation to the presentation of a completed solution, the team always delivers on promises.”
“MindTitan is involved in shaping the long-term strategy for Estonia, giving an expert opinion about AI capabilities and possibilities for multiple public sector organizations and being a partner for developing the defined AI use cases.”
This component interfaces with call center software. It behaves as an ordinary software phone and communicates with the call center software over the SIP protocol.
As this is the component that handles the call sessions, it also coordinates everything that happens during the call, such as routing the sound to the ASR component, sending the text to the classifier and playing prompts and responses, forwarding calls, requesting information from the client’s systems, and performing other actions as required.
The AI component consists of speech-to-text and intent classifier. The speech-to-text system is a real-time speech recognition system that converts sound to text.
The classifier deals with intent classification – using the voice and text it helps to understand why the customer called so that we would know what needs to be done with the specific call. The identified intent is returned to the coordinated component which handles the call according to the defined business logic.
Very simple and intuitive interface to train the AI to understand clients’ questions. Conversational IVR by MindTitan allows automation of dozens of questions for more than 30+ languages.
Solution flows are the knowledge base for solving a customer contact. These enable defining what needs to be done with every intent. Every solution flow has a business owner who is responsible for creating, improving, and maintaining it.
Solution flows allow backend API and RPA integrations.
Full transparency of metrics is a way to achieve the efficiency of the Conversational IVR and to highlight the main contact center metrics.
AI tool makes an automatic transcription of the calls thus allowing you to detect mistakes and perform a proper quality check.
It will help you understand the actual questions your customers ask, what level of FCR has been reached and assess the performance of your team.
We’re headquartered in Tallinn, Estonia and our North American office is in Portland, Oregon. Both cities have bustling technology industries, and Estonia is known for being the “Silicon Valley of Europe.”
Send us a quotation request and we will respond within 24 hours.
MindTitan OÜ
+372 5668 8239
Volta 1, Tallinn, Estonia
VAT:EE101994882