Digital Deflection with Conversational IVR for Contact Centers



A guide to leveraging conversational AI technology to build efficient, scalable, and cost-effective customer support operations

The COVID-19 pandemic has continued to place extraordinary strain on contact center operations, with the surge in call volume often coinciding with staff shortages at the worst possible times.


Without being able to accurately predict call volume, contact centers are unable to respond quickly and effectively when experiencing a high influx of support requests. As a result, customer satisfaction scores suffer, as long hold times create a less than favorable experience for the customer as well as the agent.


Conversational AI technologies can optimize customer support operations by providing always-available, intelligent customer support that can be easily scaled up (or down) without leading to ballooning costs, or having to train new agents.


Join this session to find out how to reinvent the contact center with call automation and call deflection capabilities. Also, learn about:

•  End-to-end call automation
•  Partial call automation, with warm transfer to live (human) agent
•  How to select a Conversational AI platform that can integrate with your call center stacks such as Genesys, Avaya, Cisco, MiTel, NICE InContact, and more
•  How to continually improve C-SAT while keeping contact center costs down

Manu Prasanna
Senior Conversational AI Strategist


Manu Prasanna is an experienced marketing and technology professional. At Avaamo, Manu ensures Avaamo products are aligned to market needs and the quality of the products are in alignment with company values. Previously at VMware, Manu was in charge of developing a next-generation Cloud Management Platform including Cloud Automation, Operations, and Business Management products. Manu was one of the key figures for the new tech releases from VMware. His passion for creating and distributing beneficial software services has allowed for exciting market trends and tech updates.

Robert Smith 250px

Robert Smith
Product Specialist for Conversational AI


Robert Smith is a Product Specialist for Conversational AI at Avaamo. His primary goal is to help companies to find where proper use of Avaamo’s Augmented Intelligence can help both their employees and their clients to do what they do better. His background includes hands-on experience with other cognitive technologies, along with analytics, big data, integration, and search. This experience helps him to see how it can all work together, to best ensure successful solution deployment, as well as growth.

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