Discover how Avaamo’s SmartCall™ AI-powered Conversational IVR can help you reduce agent calls, improve call routing and increase customer satisfaction.
Your IVR is on life support
82%
of online customer service interactions result in a phone conversation.
46%
of people say that IVRs have too many menu options to remember.
37%
of customers say they might stop doing business with a company after one bad IVR experience.
89%
of customers explore competitor options due to poor service.
Traditional IVR is useful for only one thing: Press 0 to skip the line.
Impress them from “hello”
SmartCall™ Conversational IVR
Leveraging artificial intelligence (AI) and natural language processing (NLP), Avaamo’s conversational IVR allows callers to converse naturally to get the exact service they want – without having to navigate long and complicated audio menus.
Speech to Intent
Ask your question and our patented Automated speech recognition (ASR) + NLU engine will understand the meaning, the nuance, and the intent behind the question, not just the words. Getting the intent right can itself reduce your Average Handle Time (AHT) by 30-40% by eliminating misroutes.
Call Steering
No need to press buttons to select the options, user can just speak what they want and the platform can automatically understand the sequence of utterances and determines the user intent to steer the user to the right response/flow. This helps remove a lot of complex call center navigation and provides a high quality self-service experience for the users.
50+ Languages
Not just English our Voice technology can understand your question in different languages and various dialects. Avaamo conversation platform can understand and also respond back to users in their language of choice.
Proactive Experience
Provide a personalized and proactive experience by identifying the user based on phone number (matching to existing customer data), authenticating the user so you can anticipate their needs and proactively address their issues – without needing an agent intervention. Also the responses can be personalized to the user’s language.
Shift Left to Digital
At key moments during the call, offer customers additional information through digital channels such as SMS or mobile web. This helps gracefully transition your customers to lower cost and rich interaction channels. It also eliminates the hassle of call disconnects enabling customers to continue from where they left of, irrespective of the channel.
Handle Volume Spikes
Avaamo’s conversational IVR enables you to fully automate business processes and eliminate live agent handoffs for a significant portion of your incoming calls. This means that you don’t need to double the number of your call center agents just for the back-to-school season.
Solution Brief
Striking the Right Chord with Conversational IVR.
By 2021, early adopter brands that redesign their business to support voice search will increase digital commerce revenue by 30%
Cutting edge technology
Powered by Avaamo
Leveraging cutting edge deep neural network technology with layered context and dynamic memory gating, Avaamo’s SmartCall™ delivers groundbreaking results
NLU + Human Speech Synthesis
Avaamo’s AI-based automatic speech recognition (ASR) delivers advanced NLU and a word error rate (WER) of less than 5%. Coupled with that, human-like nuanced speech synthesis generates tone-sensitive crisp voice output.
Fluid Conversational Flows
Avaamo replaces traditional static dialog trees with fluid multi-turn conversation flows that can handle clarifications, interruptions, topic-switching, and dynamic question generation with ease.
Voice Biometrics
Using a combination of noise-cancellation and deep voice print analysis, Avaamo’s voice biometrics can help you voice match incoming calls to customers’ voice profiles and defend against record-and-replay type security issues.
Cloud IVR or On-premise
Avaamo’s cloud-native and containerized technology helps you deploy your cloud IVR in a matter of weeks as opposed to months. Alternately, you can deploy this on a private cloud behind your firewall.