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Using IVAs Across Platforms - DiRAD Technologies - ContactCenterWorld.com Blog

Using IVAs Across Platforms

By now you may have heard of Intelligent Virtual Assistants and understand the basic concepts of how this technology is a great advancement for businesses and consumers. But what does an IVA look like when it is functioning? What are the situations and platforms where you would find an IVA in action? Let’s take a look.

Intelligent Virtual Assistants Examples on Major Platforms

cross platform technology
intelligent virtual assistants work on your website, phone number, and social sites

A popular use for Intelligent Virtual Assistant is for Appointment Applications. Let’s say you want to book an appointment at the hair salon. Historically, you’d have to wait until they open to call them over the phone. Today you can still call to make an appointment and some businesses also have a web-based appointment program. Taking things even further with a single IVA, a customer can call, text, Facebook message or even webchat with the application in order to make an appointment.

Have you ever thought “How can I, as a business, capture customers across all the channels they use to communicate? Can I do that efficiently and cost-effectively?”


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An IVA is not limited to the initial platform that a customer chooses to communicate with. A customer may find the need to cross platforms when speaking with a business. With a well-developed IVA, it will be a seamless interaction. For instance, a patient could be on a text chat with a doctor’s office IVA to schedule a routine appointment. At some point, they type in a symptom (i.e., ‘105 fever’) that triggers the need for a more urgent response. The IVA then triggers a phone to ring for an on-call doctor or nurse, or that professional can take over the text chat.

Benefits of IVA Versus Other Technologies

One of the biggest benefits of an IVA from DiRAD offers over other technologies is that it is built using Google’s API. This programming interface is connected to vast AI resources and a speech recognition library. This means it is constantly learning and updating itself. Because of that, the development resources needed for speech recognition are zero. Unless you have a specialized domain where the words and phrases are unique to that space, that is.

In most cases, development efforts can focus on the actual conversation and not the underlying technology. This leads to lower costs and an increase in the situations the IVA can handle. It also frees up resources for other business needs.

When You May NOT Want To Consider Using Intelligent Virtual Assistants

We all agree that a well-developed and maintained IVA can benefit businesses and customers, tremendously. There are some circumstances where an IVA might not be the best solution, though. Since conversations need to have structure ahead of time, anything that requires free-form interactions could be difficult. Information and tasks must be finite. While AI and machine learning are terms thrown around with reckless abandon, IVA’s are still task-oriented, and those tasks must be anticipated during design and development time.

In other words, for the IVA to perform, the performance has to be defined during development. An IVA alone cannot understand something it wasn’t designed to understand, so a skill is built to handle it. These skills are typically unique to your subject matter, business, and specific tasks you want to be able to define and control.

Areas such as emergency services, medical test results, and other emotional scenarios are also not the best application of IVA. Sensitive situations are where automation may never be the best solution. It would be virtually impossible to develop a system for all types of emergencies to allow people to get the help they need quickly. An Intelligent Virtual Assistant may never be able to provide the empathy required to help a patient through a difficult diagnosis. Of course, with technological advancements that could change. For now, businesses need to make sure they look at IVA from all perspectives before deciding to implement it.

Want to talk more about how IVA can be integrated into your business? Talk to a DiRAD expert today. We’re excited about the evolving capabilities of Intelligent Virtual Assistants and how they will help businesses succeed in the future.

Publish Date: June 8, 2021 2:18 PM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



View more from DiRAD Technologies

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