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Conversational IVR

(Interactive Voice Response)

SlashRTC’s conversational IVR has been one of the most well recognised solutions the industry can offer. Here is a little information why this can be useful to your organisation.

Current customers are known to be immensely demanding, needing speedy resolutions, personalised servicing and are looking for complete value for money. Even though traditional IVR systems were deployed with the purpose of customer self-servicing and reduce quantum of mundane questions to be handled by customer service agents, it never achieved the best results for organisations. The psychology of the customer who gets in touch is with a mindset where he wishes to resolve complex issues and escalations. Traditional IVR systems came with touch-tone commands where complex agent routing becomes tough to program and get the customer frustrated due to call diversion times. Traditional IVRs over time posed other issues and led to the advent of the A.I. based conversational IVR.

Conversational IVR typically means the ability to handle customer calls using artificial Intelligence where an intelligently programmed voice BOT, similar to a Digital assistant talks to the customer and uses speech to text mechanism to escalate the call to completion in a seamless manner. System processing powers led to the creation of NLP and NLU that helped in creating a natural language tone while communicating with customers. This as compared to traditional touch tone IVRs seemed to be a breath of fresh air. Conversational IVR systems can pre-determine the intent of the calling customer and make its conversation more human, interactive and relevant for the customer.

SLashRTC’s Conversational IVR

SlashRTC has developed their own proprietary NLP and NLU engines powered by automated speech recognition (ASR). Slash BOT that converses with the customer perfectly understands the intent and calculates the accurate meaning and rationale based on the same. This helps in retaining the customers interest and call times towards solving resolutions. The Conversational IVRs are designed to keep the customer from pressing buttons and selecting options via touch tones.

Similar to how we have seen or heard of GUI(Graphic User Interface), There is something known as VUI (Voice User Interface). In order to make a realistic conversational flow for the customer we have to empower our clients to conveniently design a fantastic flow of conversation. We also help completely set up the entire system from scratch for all our clients. By doing this, customers are well guided through the right flow that finally leads to a solution.

The Salient features of a Conversational IVR

Cost Saving methodologies
While it may seem impossible to save costs with a rising competitive ecosystem and retain customer service quality, SlashRTC’s conversational interactive voice response (IVR) helps minimise costs significantly while maintaining customer service quality to the maximum. SlashRTC manages to do this by reducing call resolution timings, retransfer rates and also optimising the time spent by the agent on communicating with the customer agent.

Lower Call Volumes & faster resolution rates
The conversational interactive voice response (IVR) created by SlashRTC helps with an efficient and optimised flow for a customer and prevents a customer from continuously choosing touch tones to browse the options. The artificial intelligent NLP & NLU engines help understand the customers intent quickly. This helps a customer reaching a resolution sooner than a traditional IVR.

Efficient organisation productivity
A conversational interactive voice response (IVR) enables thorough engagement for a customer. The engagement is possible even without the intervention of a customer service agent unless it’s a complex scenario that can only can be resolved by a customer service agent. This ensures perfect agent productivity levels.

Customer-Centric Self-Service
Conversational IVRs built by SlashRTC encourage customers to self-service themselves and through this we have learned this becomes a more interactive experience and makes the customer believe that he is truly in control of the product or service that he has purchased. A conversational IVR system can be configured to the tune of the customers preferences as all customers are not the same however, the generic behaviour of customers are similar for specific product types and services.

Other Salient Features

Intelligently learns Customer Behaviour via A.I. and interacts accordingly
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Automated building of Database for greater insights
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Minimal deployment times
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Realtime & Measurable performance data

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