The basis for efficiency
The IVR is a key component of ACE omnichannel architecture for routing, administration, statistics, and uses natural language understanding to identify the customer’s issue.
The system supports multiple languages within a dialog flow and can direct the customer to an available agent with the right skills or to a relevant self-service solution. There are features for callback, hanging up and keeping space in the queue, expected queue time, place in the queue, music, opening hours, avalanche announcements and much more.
Support for different language engines and integrations
To create the best understanding of free speech in the form of answers to open questions, ACE Conversational IVR has the possibility to use several different engines for NLU/NLP (natural language understanding / natural language processing). Choose the one that best suits the current language and application. Google technology supports both streaming audio with text-to-speech and speech-to-text APIs or exchanging audio and data with applications built in Google Dialogflow.
IVR use cases and features in selection
- Choose to identify customers’ intent by asking open questions and letting them describe their case, or ask questions with defined answer options (yes, no, etc.). In addition, the voice response can use additional information to determine intent and optimal forward control. Information such as calling number, case ID, customer ID. All relevant information is compiled and can be used in routing, self-service, displayed for agent, The IVR and stored in the interaction database
- Dialogs and menus in the speech response can be provided with schedules for different behaviors depending on the day of the week and the time of day
- Offer self-serve assistance if there is for identified intent
- DTMF selection or free speech
- Based on the customer’s choice or set business rules
- As part of a natural conversation
- Proactively encourage digital self-service (outside the IVR) based on identified intent. The IVR helps the customer to the right service by sending an sms with direct link to the relevant self-service service site or application.
- Route calls to the right queue
- Identify the customer via pin code or electronic ID, e.g. BankID
- Communicate queue status to the customer as expected waiting time, number of calls ahead in queue, and number of agents working with the queue
- Offer the customer a callback to keep a place in the queue and get a call when they arrive
- Ability to activate avalanche messages in case of disturbances or crises
- Information collected in the voice response, such as social security numbers, can be used through integrations to retrieve data in other systems to personalize the dialogue or improve the precision of contact forward control
Phrase handling
ACE Conversational IVR can use both pre-recorded phrases or speech synthesis (TTS) to talk to customers. In the other direction, information can be obtained by DTMF, delimited words, free speech, or a combination of technologies.
Adapters and open API:s
Adapters and APIs make it possible to create integrations with other systems, for example to create better forward control or facilitate the agent’s work by “popping” support systems with the right data in place.
Avalanche messages
Temporary messages can be configured to play for certain intents, on schedule, or activated manually. Even these “dynamic” messages can be pre-recorded phrases or play with speech synthesis. Of course, they can be sampled by the administrator before they are published and activated in the IVR.
