Conversational IVR is an AI solution that automates your call center and enhances your representatives to serve inbound contacts more effectively. Instead of listening to a bunch of options in an IVR and pushing buttons when calling customer service, Conversational IVR simply asks the person “What can I help you with?”. The customer describes the problem in their own words and the AI forwards the call to the appropriate specialist.
Conversational IVR transfers customers' calls to the right agents by just listening to the voice
On average, customers wait 2.4 minutes on the line before they are connected to a customer service representative. Only after reaching the agent, customers start explaining their issue, which might lead to a further call transfer to another department.
Button IVR is also misleading as in 30% of cases customers press the wrong button, simply because the traditional IVR system was designed for button phones and it’s not so comfortable for smart phones, meaning there are quite a lot of people who get confused about how to use it. This leads to a long journey from one agent to another and all over again. In the end, it all increases the abandoned call rate, frustrates customers, and actually costs companies around 2% of potential extra sales.
Conversational IVR uses an enhanced company-specific speech recognition model and artificial intelligence that enables clients to describe issues with their own words and get forwarded to the right agent instantly.
How does it work?
Allow your customers to describe their issue in their own words
People tend to get lost in traditional IVR systems where they need to press buttons to go through predefined selections. For some people it is difficult to understand the logic and they may lose their patience or make a simple mistake. This all leads to wrong routings and an increased abandonment rate.
AI will minimize these problems by understanding to which department the call should be transferred.
Prioritize contacts and detect those that may be cut off
Retention is a concern, especially for a customer service business. Take care of those who want to cut off the contract, and forward them to the right agent before they switch to your competitors.
Detect Sales Opportunities 24/7
Fine-tuned advanced NLP algorithms detect buying intent or clues thereof. AI forwards the call to the right agent or saves buyer data for a follow-up.
These contacts are either given higher priority when salespeople are available or added to a hot lead list so that salespeople can contact these potential customers as soon as possible. For example, AI will most probably pick up a fair amount of sales opportunities after regular working hours when people are free.
Make the onboarding of your agents faster and the quality of responses better
Customer service might be contacted with hundreds of different questions and knowing the answers to all on an expert level is a challenge even for experienced employees.
Conversational IVR allows forwarding specific questions based on the skill set, allowing to improve the speed of employee readiness and the quality of the answers. For instance, you can forward questions about payment policy or specific product to a particular employee.
Client Case Study
Conversational IVR at Elisa is capable of understanding several languages with an average word error rate below 20%. This means it can accurately transcribe 80% of a person’s speech over the phone. Company-specific NLP algorithms and low word error rates allow reaching a 90% accuracy of correct question forwarding.
Conversational IVR Forwarding Accuracy
Conversational IVR Features
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 which 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.
Metrics give full transparency into the efficiency of the Conversational IVR
“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.”
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.”
Want to learn more?
Kristjan has helped various companies from Japan, Saudi Arabia, and Switzerland to implement the latest AI solutions. Having a strong technological background and understanding of the business processes helps him to detect specific business needs and offer necessary AI solutions for matching these goals.