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Improving IVR with Artificial Intelligence - Plum Voice - ContactCenterWorld.com Blog

Improving IVR with Artificial Intelligence

A Place for AI

When most people hear Artificial Intelligence, they tend to think in terms of Hollywood and famous AI characters like HAL9000 and Skynet. Business applications of AI are nowhere near that sexy, but, on the bright side, that also means that our robotic overlords aren’t looming on the horizon just yet.

The reality of AI at this point revolves less around machine self-awareness and more around predicting outcomes by harnessing incredible computing power. Business processes and communications all stand to benefit from the continued evolution of AI. Interactive voice response (IVR) definitely belongs on that list of beneficiaries.

Before diving into specific processes that can make the most out of AI, it’s worth having some additional context in order to understand why AI is going to make a splash in the world of voice automation.

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A New Understanding

IBM’s Watson is synonymous with artificial intelligence these days–and it’s not just because Watson cleaned up on Jeopardy! In the voice communications space, Watson’s ability to handle natural language is a big reason why a lot of people, including the engineers at Plum, are excited for the possibilities Watson integrations hold.

We’ve discussed the time and money that goes into natural language speech recognition software, like Siri, Alexa, and Cortana, in these pages before. The reason behind this is that automatic speech recognition (ASR) and natural language understanding are built on two different assumptions.

ASR is all about expected answers. This means asking specific questions and anticipating, not only what people will say in response, but also all the different ways in which they can say that. Think of how many ways there are to say “yes”– yup, yeah, sure, uh huh, ya, you bet – these are just a few of the dozens of ways to indicate agreement or assent. When you consider an entire phrase, the workload increases exponentially.

The collection of expected responses constitute a grammar. It’s necessary to constantly tune grammars to ensure they catch every possible utterance variation. The more variances the software encounters, the more it must process. It’s not hard to see how this can quickly become time and cost-intensive work.

With AI and natural language understanding, the software focuses less on expected answers and attempts to determine the intent of what is said. Therefore, it’s possible to do a whole lot more with live voice communications without the insane costs associated with compiling and tuning grammars.

IBM’s Watson provides API access to its natural language understanding technology and companies can quickly and easily tap into a machine learning capabilities.

The Road Ahead

The ability to discern intent without involving a human opens up all kinds of possibilities for business communications (whether that’s internally with employees or externally with customers) and customer service. Incorporating Watson technology into IVR applications combines the best aspects of self-service in the digital realm with the immediacy of real-time voice communications.

Now that we’ve established a bit of context for what AI like Watson can do for voice communications we’ll turn to some examples of how companies might actually use that technology. Stay tuned for more information and ideas in these pages.

Source: http://www.plumvoice.com/resources/blog/improve-ivr-with-artificial-intelligence/

Publish Date: September 21, 2017 5:00 AM


2021 Buyers Guide Telecoms

 
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Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

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Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

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Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

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DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

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Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
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CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
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Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

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View more from Plum Voice

Recent Blog Posts:
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Making Natural Language Processing Feasible with Artificial IntelligenceFebruary 8, 2018 5:00 AM
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IVR That Saves $5M per MonthNovember 16, 2017 5:00 AM
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