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.
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.
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.
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, 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.
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.
About DiRAD Technologies:
DiRAD implements technology solutions including call center software, outsourced customer care, Interactive Voice Response (IVR), mass messaging, and AI-based, omnichannel chatbot & voicebot technology.
Published: Monday, June 7, 2021
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
|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.)||Call Tracking Metrics|
Execute automated actions based on words spoken by your customer.
Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.
Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.
Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
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-...
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.
Menus are eliminated altogether and contact centres can use a single inbound telephone number.
SmartSpeech – The Best In Class Speech Analytics Software
An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.
Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
|8.)||Voci Technologies Incorporated|
V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.
- Transcribe large volumes of recorded audio quickly
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Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
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- Long term recording storage for historical analysis
All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...