#contactcenterworld

Milpitas, CA, USA, Mar, 2023 - Eltropy, a digital conversations platform for community financial institutions (CFIs), announced the latest upgrade of its Intelligent Virtual Agent (IVA) product designed for Contact Centers. Eltropy's artificial intelligence (AI) platform automation enables credit unions and community bank contact centers to manage higher call volumes by routing and resolving the easiest calls through AI and transferring more complex questions to humans. With Eltropy IVA, Contact Center AI goes beyond the basic FAQs by assisting members with a wide variety of their banking tasks including account management, money transfers, card activation, loan processing, and bill payments.

Once just a pipe dream and with many false starts, artificial intelligence within the Contact Center tech stack is finally practical, and just in time as it helps solve the industry’s current staffing and labor shortage conundrum. Part of its all-new Digital Conversations Platform, Eltropy's updated AI platform for Contact Centers works 24/7 without any breaks, seamlessly handling both routine and more complex calls that previously required human intervention.

"Let’s face it – traditional self-service phone response systems can be hard to use. They force members to pick up the phone, wait in queue lines, and have their patience tried mercilessly, even for the simplest of queries, which make up 80 percent of incoming calls," said Ashish Garg, Co-founder and CEO of Eltropy. "In light of these issues, we couldn’t be more excited to release our enhanced Intelligent Virtual Agent product. With the rise in call center volumes and the current labor shortage showing no end in sight, our AI platform is the perfect solution for community financial institutions looking to improve their member experience while cutting costs at the same time."

Eltropy's AI platform for Contact Centers is built on an end-to-end, domain-specific, omnichannel AI stack. It uses proprietary banking-domain-tuned, automatic speed recognition (ASR); intent detection; moderation and compliance. 

"We’re proud of the AI platform for Contact Centers we’ve built in-house, which allows members to find what they’re looking for through a conversational interface, reducing phone calls by making it easy for members to get answers to FAQs," said Murali Mahalingam, SVP of AI at Eltropy, and previously founder of Marsview.ai, which Eltropy acquired in 2022. "With 400-plus pre-built intents focused exclusively for CFIs, credit unions can begin implementing IVA solutions immediately to the delight of their members."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.einnews.com