AI Voice IVR transfers customers' calls to the right agents by just listening

  • Forward to the agent or get resolved instantly

  • Detect urgent cases

  • Decrease waiting time and abandon rate

  • Detect sales opportunities

 

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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.

AI Voice 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?

How does it work?
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AI Voice 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, AI Voice 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.

Benefits

Benefits
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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.

angry client

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.

sales opportunity

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.

onboarding faster

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.

AI Voice 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

Client Case Study

Testimonials

Testimonials

Our Offices

Our Offices

Our Offices

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.”

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Portland, Oregon, USA
CENTRL Office
 1355 NW Everett St Portland, OR 97209, USA
Tallinn, Estonia (HQ)
Telliskivi 60/1, N2 entrance
 10412 Tallinn, Estonia
Portland, Oregon, USA
CENTRL Office
 1355 NW Everett St Portland, OR 97209, USA
Tallinn, Estonia (HQ)
Telliskivi 60/1, N2 entrance
 10412 Tallinn, Estonia

Want to learn more?

Want to learn more?

Kristjan Jansons

CEO, Co-Founder

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.

Want to learn more?

Want to learn more?
kristjan jansons