CallVU, the leading provider of innovative Omni-Channel solutions that enable organizations to engage customers in their channels of choice, announced today the newest addition to its award winning Digital Engagement Platform, Conversational IVR. With Conversational IVR, CallVU leverages artificial intelligence (AI) so callers can use natural language to get the exact service they want without having to navigate long and complicated audio service menus.
Think Amazon’s Echo or Google Home. By enabling powerful, existing technologies like AI, Visual IVR, collaboration, and Service BOTs to work together, CallVU makes it easy for banks, telecommunications providers, and large customer service departments to lower the number of routine calls they receive, freeing up reps for longer, more complex revenue-generating interactions. In turn, customers experience smoother, more productive service exchanges with their chosen vendors.
CallVU’s Conversational IVR includes a number of cutting-edge features that make it both effective and valuable:
- It comes with out-of-the-box processes for retail banks, credit card issuers, insurance companies, and telecom providers.
- It can be tuned specifically for business and use cases most relevant for the customer, making the voice interaction on-point, accurate, and productive.
- It makes the service experience caller driven – meaning they get to the information they desire through simple voice direction, without dependency on complicated routing logic.
- It combines intelligent virtual assistance technology with a visual customer experience.
- It can be deployed easily over cloud solutions or within a data center.
According to the Gartner report, “When Will AI Virtual Support Agents Replace Your IT Service Desk?,” “improvements to natural-language processing (NLP) technology enable a greater role for virtual customer assistants (VCAs) in customer service processes. By 2020, 25% of customer service and support operations will integrate virtual customer assistant technology across engagement channels, up from less than 2% in 2015.”
“As 2018 is predicted to be the biggest year yet for digital self-service adoption, CallVU is poised to be a significant part of that with the launch of our Conversational IVR product,” said Ori Faran, founder and CEO of CallVU. “Not only does Conversational IVR make the lives of customer service reps easier and more productive, saving companies huge amounts of time and money, we’ve also made the customer experience smoother.”
“With so many people accustomed to engaging with virtual assistants such as Amazon’s Alexa and Apple’s Siri, for example, we believe they will appreciate having access to technology they already rely on to do things on their phone or around their homes every day,” continued Faran.