Empower your inbound customers with the ability to speak naturally. Their intent can be understood by advanced AI-powered speech recognition. No more pushing buttons to get through multi-level menus.
Intelligent virtual agents provide conversational assistance for your customers. These automated, self-service applications handle authentication,
inquiries and routing.
Conversational IVR can improve call intent
determination by up to 75%!
Conversational AI Advantages
Online's Conversational IVR
Today's customers are tired of trying to guess which of your IVR menus their issue fits into. Our speech-to-intent NLP engine listens while your customers speak naturally to the IVR, and identifies why they are calling.
Provide a personalized and proactive experience by automatically identifying and authenticating customers, and then matching them with the appropriate information and systems of record.
Empower your customers to perform many of the tasks that previously required a human agent. At any point in the process they can choose to be immediately be connected with a virtual agent.
Online provides customers with proven effective workflows which can be implemented out-of-the-box. The visual builder allows for customization, and are ready to handle many of today's use cases, taking mere hours to set-up.
With our sophisticated text-to-speech- capability, gone are the days of costly and restrictive pre-recorded messages that limit your customer service abilities.
Virtual agents are available 24-7 to provide customers with automated self-serve options via chat and voice support. As inquiry volumes increase, virtual agents are 'there' to handle the workload.
With machine learning, Online's Conversational IVR is able to recognize which response produces the customer's desired outcome. Issues are resolved faster, producing a higher CSAT score.
Our natural language processing (NLP) engine is pre-configured and programmed to handle many industry standard IVR workflows. Taking this baseline intent management to the next level, the CONVAI platform is easily integrated into your business requirements.
CONVAI's visual logic builder and data management enables your IVR to both integrate with various systems of record (SOR), but also evaluates info from multiple sources to determine what information will best solve the customer's issue.
We all have heard the stories and maybe you have even lived it, speech is going to change the IVR customer experience. With speech, your customers will find it easier to navigate the front-end system to either serve themselves or get to the person with the right skills to fulfill their service request or question quicker. Sound familiar?
We talk a lot today about omnichannel self-service. The concept itself is simple. An omnichannel self-service customer experience should be one where your customer can get information they need via whatever channel they choose, whether it be voice, text, web, mobile app, etc. In the end, the experience, the interaction, and the outcome should be consistent across all channels.
With the Gartner IT Prediction that “By 2021, more than 50% of enterprises will be spending more per annum on bots and chatbot creations than traditional mobile app developments”, there is little doubt that conversational AI or “Chatbots” are the next new wave of digital transformation technology.