Engage Hub announced the latest release of its Next-Gen Interactive Voice Response (IVR) solution. The new features of the AI-driven technology enable a fully-personalised experience for customers and full cross-channel integration.
The solution, part of the Engage Hub platform, gives IT and contact centre managers the ability to add voice to their systems and provide automation while still offering the best customer experience. It also integrates easily with all other customer channels, simplifying what for many customer-facing businesses is a daunting problem.
"With conversational IVR, customers can use their voice to quickly get the answers they need," said Chris Crombie, Senior Product Owner, Engage Hub. "But it’s the integration with other channels that really makes the difference—this isn’t a simple add-on, but instead offers unified customer service. A customer calling at peak time can, for example, get answers to their simple questions quickly, and then request an SMS to join a web chat with a customer service representative when they are free.
"One of our clients, a major UK health and beauty retailer, has seen two-thirds of common queries dealt with by conversational IVR. This means agents are now free from mundane tasks so they can focus on more complex customer care cases. After digitising its offering and using our Next-Gen IVR, another client, a large tier one bank, also saw a 13% increase in customers self-serving."
"What makes our IVR solution unique, is that it learns in the same way as a call centre agent does," said Chris. "AI-powered natural language processing (NLP) means that the IVR does not simply react to keywords, but continually improves its understanding. So a query that the IVR may not understand today, perhaps because it’s too complex or expressed in an unusual way, will be understood and automated in the future."
The solution has also been rolled out across Sainsbury’s superstores: "Having an IVR solution fully integrated into our in-house systems means that more and more calls are being dealt with away from our superstores, enabling workers to focus on delivering great instore customer service," said Paul White, Head of Partner Performance, Customer Management Centres Sainsbury’s. "Engage Hub has helped us drive a significant and immediate reduction in the number of lost calls and our customers are able to get the answer they need in the timescales they expect."
Published: Friday, March 8, 2019
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