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Enjoying Self-Service Benefits with Speech Enabled IVR - Sestek - ContactCenterWorld.com Blog

Enjoying Self-Service Benefits with Speech Enabled IVR

We’ve all experienced that sense of dread: calling a customer support line only to be met with a robotic, confusing phone menu. Finding the menu option that meets your needs can be tough and time-consuming. And once you’ve finally found it,

Natural Language Processing-Based IVR Solutions

As a result of tremendous developments in natural language processing (NLP) technology, IVRs can serve as conversational systems. NLP enables human-like interactions with IVR systems. This means that instead of using a touch-tone menu, customers can state their questions or concerns in plain language. Thus, customers enjoy a natural, intuitive experience that’s just like talking to a live human, without being constrained to fixed menus. This technology not only enhances the customer experience but also increases operating efficiencies for businesses.

Speech Enabled IVR for QNB Finansbank

Sestek customer QNB Finansbank enjoys these benefits thanks to Sestek’s NLP-based Speech Enabled IVR technology.

Before Speech Enabled IVR

Before Speech Enabled IVR, QNB Finansbank used agents to handle calls. Its call center received approximately 2.8 million customer calls every month, which amounts to 90,000 calls a day. QNB Finansbank employed 600 full-time call center agents to meet this need, with the average call lasting three minutes.

Touch-tone menu navigation was causing customers to lose time. This meant not only a bad experience for them but also higher operational costs for the bank. Therefore, it sought a solution that would improve customer experience and cut operational costs.

The Solution

That solution was Sestek Speech Enabled IVR.

Speech Enabled IVR uses NLP to enable human-like interactions with IVR systems. This allows customers to state their demands in plain language to the system without using a touch-tone menu. Sestek Speech Enabled IVR provides several benefits both for organizations and customers.

The solution ensures a natural dialog between users and IVR systems, thanks to advanced technologies like NLP and intent recognition. This frees customers from complicated menu navigation and saves their valuable time.

The technology is an effective alternative to touch-tone IVR systems because it offers a highly automated solution. Speech Enabled IVR guides customers directly to just the self-service menu they need. Providing faster solutions not only enhances the customer experience but also increases efficiency. Faster and more efficient call routing helps customers find solutions faster, reduces calls, and lightens agents’ workload through automation.

The Implementation

QNB Finansbank decided to implement Sestek Speech Enabled IVR in its call center. The two companies’ teams worked closely during the implementation phase.  They prepared a to-do list and a project plan to determine what needed to be done. To design the IVR tree accurately, they reviewed actual customer call recordings and made a blueprint of the conversation tree. The teams also applied different tests to ensure that Speech Enabled IVR integrates properly with the current IVR system. The teams continued to monitor the system after the implementation to ensure smooth operation.

After Sestek Speech Enabled IVR

Soon after implementation, QNB Finansbank began seeing several benefits. The solution’s NLP and intent recognition technologies helped the company better understand its customers’ reasons for calling. Customers were matched with the right menu in fewer steps. Thus, the rate of accurate menu navigation increased to 92% and average wait time decreased by 31%. Allowing customers to complete different transactions without needing complicated menu navigation and an agent’s help increased customer satisfaction. Consequently, abandoned calls declined by 39%, while the agent workload decreased by 10%, for a 6% increase in self-service rates.

Conclusion

Although the number of digital channels in customer services is increasing, the contact center remains the preferred choice. Customers also expect the ease of an online transaction from IVR calls. Businesses are looking to offer effective solutions that not only satisfy customers but also decrease costs. Speech Enabled IVR provides an effective solution for this need. The solution ensures practical use by allowing customers to interact with IVR systems via natural speech. This saves customers from complicated menu navigation and wasted time. By shortening call duration and decreasing the need for live agents, the technology also increases business efficiency.

Learn more

For more information about Speech Enabled IVR, you can visit our product page.

Source: http://www.sestek.com/2018/08/enjoying-self-service-benefits-with-speech-enabled-ivr/

Publish Date: August 15, 2018


2024 Buyers Guide Artificial Intelligence

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
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eGain Corporation

eGain Knowledge+AI
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.

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Happitu

Happitu Vision
Happitu is an affordable speech analytics and scripting platform that acts as your service team's personal coach—giving them the process, resources, and insights to deliver the perfect customer experience over the phone. It analyzes 100% of your interactions and highlights what your customers actually experience.

5.) 
LivePerson

Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

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MFE International

Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times

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VADS Smart Chat Assistance
VADS Smart Chat Assistant is a computer program that conducts a conversation via auditory or textual methods.

VADS Smart Chat Assistant is an artificial intelligence (AI) program that simulates interactive human conversation using key pre-calculated user phrases and auditory, visual, and text-based signals.


Benefits :
- Reducing operational workload
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Summatti

Analysis that empowers your business
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Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its AI based bots helps organizations in manpower optimization & elevating the customer experience . With NLP & NLU (natural language processing & understanding), our bots can do intent mapping & take the customer service to new heights. If need be the conversation with virtual agent can be transferred to a human agent for omni-channel customer experience.

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Teneo AI

Openquestion
OpenQuestion revolutionizes customer experience and operational efficiency by automating first response when customers call your contact center. Designed for platform independence, connect to existing technology infrastructure no matter how your call center tech stack is designed. Utilizing advanced AI techniques, a patented Teneo Linguistic Modeling Language (TLML), and integrated conversational context to evaluate and understand what customers need, evaluate sentences, recognize word patterns, and clearly identify caller needs.

This functionality interprets caller intent and swiftly routes customer calls to the most suitable agent, providing details of the request before the agent picks up. Additionally, automation can be added to handle customer queries without human intervention.

11.) 
virtualQ

virtualQ’s AI-based, enterprise solutions
virtualQ GmbH designs and develops enterprise software that enables companies to control incoming calls to its service centers 24/7 without waiting times. We offer an intuitive virtual assistant platform that reduces waiting times on the phone, provides information to callers, answers recurring customer inquiries, collect customer satisfaction surveys, and display a data dashboard to track performance. We employ artificial intelligence to provide intelligent call-backs, appointments, FAQ bots, voice IVR, virtual assistants, high call volume management, and more! All of our products and services are quick add-on solutions for companies who want to take advantage of AI.
 



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