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Greet callers in natural speech and begin a two-way conversation for rapid and satisfying results without menus.
The Cognitive IVR can easily handle mundane requires like account balances, freeing your agents up for deeper customer engagements.
Offer a truly global Cognitive Contact Center with support for more than twenty languages and even more dialects.
Powered by IBM Watson for the ultimate in natural language processing and artificial intelligence.
Unlock the Power of a Cognitive Contact Center
Machine learning, artificial intelligence, natural language understanding, chatbots, neural networks, big data, internet of things; it’s all anyone is talking about any more. For good reason, intelligent automation has the potential to change everything, so we’ve been talking about it too!
There are three tenets to the Cognitive Contact Center: Interaction, Knowledge, Learning. Individually, they can improve caller outcomes, but together deliver an experience that rivals, and in some cases exceeds a human agent.
The AI learns and understands caller intent, even if it doesn’t fit your pre-defined expectations. This means there’s less of a chance for the automation to repeat itself, and we don’t need exhaustive keywords and syntax to get started.
Through interaction, the AI understands the caller’s intent and rapidly provides the information the caller needs, or the knowledge your agent needs to help the caller. No more massive amounts of data for your agents to sift through.
Every interaction provides the opportunity to improve toward building a truly autonomous self-service. The AI engine learns from human interactions and continues to do so that it can handle most calls, always with the option of a human agent fall-back.
Mapping Your Cognitive Call Center Strategy
Five Building Blocks to Intelligent Autonomy
Contact center leaders know that autonomy is in their future. But mapping out a deployment strategy can be daunting. That’s okay because we’ve laid out an effective strategy that involves five core building blocks that build upon each other to create an exceptional customer experience.
IBM Watson speech-to-text and text-to-speech sounds natural and replaces standard DTMF prompt-based call flows.
Next, we add natural language understanding (NLU) for a fluid conversation that guides the caller to the appropriate step in the call flow.
The next step is to support agents with the information they need to provide a quick resolution and potentially find upsell opportunities.
IBM Watson Cognitive solves the caller’s problem and provides the needed information directly to the caller with no agent interaction. This frees up agents to focus on more high-value or complicated customer issues.
Now, we’re fully autonomous. Customers use freeform speech to request information and the system responds based on the massive data collected from machine learning across thousands of interactions.
These fine solutions are often paired with the XCALLY hosted contact center for an excellent lingering satisfaction on your fiscal palate.
Why IVR Tech Group?
Because our most important core value is; “Deliver WOW Through Service.”
While we’re proud of the meticulous crafting of our full stack of technology solutions and our partnership with Blueworx and IBM Watson for Cognitive Contact Centers, it all takes second-place to the pride we have in our company-wide culture of delivering wow through service.
Lots of companies have great technologies, but precious few have customer turn-over rates of less than two percent or customer partnerships that last decades. It’s because we promise to deliver WOW and keep it. And by delivering WOW we can help turn you into a hero within your company.
Learn more about our culture, and let us WOW you!
Start Understanding Customers Through Natural Language
Start creating shorter resolution times, increasing customer satisfaction, and saving money! Let’s chat about how we can make you into a customer experience hero.
So fill out the form here to get in touch with our friendly team, and start thinking about what color cape you want.
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Here at IVR Technology Group, everybody blogs. Here are some posts that are related to cognitive contact centers, IVR, natural language processing, and more.