Be as agile as digital-native service providers

Intelligent IVR is contextual customer service aided by intelligence that is able to parse whole conversations, not just keywords, to increase precision in answers. It replaces hardware-based interactive voice response systems familiar to customers with their tedious sequential menus and often irrelevant, pre-recorded answers.

In-call assistants are like smart speakers ubiquitously available to interact on phone calls on any application and device. Speech analytics delivered from the cloud, or the service providers’ network, sifts intent and sentiment from conversations to personalize responses. It filters out jarring background noises, pesky dog barks, and emergency sirens. It creates new services, such as virtual assistants that can record phone calls and transcribe conversations.

A conversational video bot that comes with a human face. It oozes emotions for intimate interaction with customers. The bot can shift to any mode of communication customers choose. It complements interactive conversations with displays of key data snippets on a sidebar to inform customers. It reads previous customer purchase and interest histories to personalize services. To cap it all, it makes recommendations for products to fulfill needs expressed during the conversation.