Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

How to Get More From Your IVR with Artificial Intelligence - Plum Voice - ContactCenterWorld.com Blog

How to Get More From Your IVR with Artificial Intelligence

How AI Delivers Better IVR

When you hear artificial intelligence (AI) and interactive voice response (IVR) in the same breath you may scratch your head and wonder, “how does that work?” Using an AI engine, like IBM’s Watson, with an IVR system creates smarter self-service applications and delivers better customer experiences.

With IVR callers have two different ways to input information: 1. using the keypad, or 2. speaking into the phone (assuming the IVR in question supports automatic speech recognition [ASR]). AI makes it easier for applications to process natural speech input intelligently. The result is an application that understands caller intent.

This means that you can ask open-ended questions with your voice self-service applications and provide conversational IVR that is also efficient and customer-friendly. With AI, users can input information without using DTMF and developers don’t need to build and manage custom grammars like they did for traditional ASR.

A chatbot is essentially a natural language intent system, and integrating AI into your IVR can create a chatbot that works in real-time with your voice channel.

AI at Work

Artificial intelligence is a broad technology category. When applied to a business process the idea is to have a machine learn how to mimic human behavior.

For example, let’s assume that a given process has four different triage levels. The sequence of actions required to resolve the issue depends on where the problem falls in triage. When an agent talks to a customer that agent should be able to triage the problem quickly and initiate the resolution process.

A critical step in this process is understanding where to initially slot an issue and then figuring out what the next steps are based on that initial assessment. In other words, agents need to understand the intent behind the customer’s request.

The whole idea with AI is that not only can technology make the same decisions that a person can, but it can also teach itself better decision-making.

Let’s say, for example, that an insurance company has AI working in the backend of its IVR. When a customer calls for the third time to check on their claim status, the AI can recognize that request, infer that the customer really wants an update, and can escalate the call as necessary.

One goal for AI is to build applications that can determine caller needs and what course of action to take to meet those needs more effectively than a person can.

Better Customer Service

You can use AI any place in your IVR where you used ASR before, or where you would like to use natural language understanding. An AI engine like IBM’s Watson comes with pre-built knowledge domains. These are like the individual speech grammars used with ASR, but they’re more comprehensive and most of the legwork has already been done. Watson also lets users build/define custom domains.

Watson AI isn’t completely self-sustaining, and still requires a bit of administrative management, but it is much easier and more cost-effective than the old method of building custom grammars.

AI offers incremental and in some cases significant value to companies that use IVR by delivering smoother, faster, and more efficient customer interactions, while at the same time reducing the time and costs necessary to implement these solutions.

Want to learn more about how Plum Voice and AI can help your business? Contact us today.

Source: https://www.plumvoice.com/resources/blog/how-to-get-more-from-ivr-with-ai/

Publish Date: September 28, 2017 5:00 AM


2020 Buyers Guide Surveys

 
1.) 
Nuxiba Technologies

Reminder
Provide an unparalleled, engaging user experience for the creation of dynamic voice broadcasting campaigns. Its block-based interface enables you to develop easy to complex call flows aligned with given strategic business targets by simple drag and drop operations.

Mass Automated Telephone Surveys are based on a key-pad answering system that enables you to poll large audiences with your own custom questions. They are great for:

- Building Customer Loyalty
- Lead Generation
- Enhancement of Current Service Portfolios

Manage the platform with great ease and assess your results. Schedule your demo or request a quote today!
 



View more from Plum Voice

Recent Blog Posts:
Bring Your Own Telecom: Is it Worth Doing?July 26, 2018 5:00 AM
Visa Verified: Plum Voice Secures a Listing on Visa’s Global Registry of Service ProvidersJuly 12, 2018 5:00 AM
What You Need to Know about Poor Call QualityJune 7, 2018 5:00 AM
Fairly Allocate Call Transfers to Multiple Contact CentersMay 17, 2018 5:00 AM
Making Natural Language Processing Feasible with Artificial IntelligenceFebruary 8, 2018 5:00 AM
Outsourcing or DIY? Find the Right IVR Development ApproachNovember 30, 2017 5:00 AM
IVR That Saves $5M per MonthNovember 16, 2017 5:00 AM
The Limitations of Speech Rec & How to Combat ThemNovember 2, 2017 5:00 AM
Why Not All IVR Software Is Created EqualOctober 17, 2017 5:00 AM
How to Get More From Your IVR with Artificial IntelligenceSeptember 28, 2017 5:00 AM

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =