How IVR Evolves with Generative AI

The evolution of IVR systems with AI

The main purpose of these systems has always been to handle a large number of incoming calls and route them to the right operator or rather, to the right information the user is looking for, through very simple interaction:

• Via telephone keypad, the IVR asks the user to select a specific number associated with a specific piece of information. For example, "Press 1 for bill summary."
• With direct dialogue, it provides specific information based on the answer provided by the user. For example, registration may ask, "Would you like to receive information regarding installment payment of a bill or payment method?" and the user may respond, "Payment method."

By integrating systems based onartificial intelligence (AI) and natural language processing (NLP), IVR systems ensurepersonalized human-machine interaction, enabling these technologies to accurately understand user requests.

This evolution is leading many companies to implement solutions that can:

• Automatically understand the request, even if it is expressed by speaking on the phone in natural language;
• Segment the type of contact (assistance or info), the related intent (e.g., business complaint, administrative issue, technical assistance);
• Provide real-time response to the calling customer by also proposing the "next best action," for immediate and automatic resolution of the need;
• Automatically obtain the entire transcript of the requirement expressed by the customer;
• Extract personal customer data and analyze sentiment automatically and in real-time.

What benefits?

Undoubtedly, these innovations make it possible to automate user-operator interaction processes, drastically reducing operational costs and improving the quality of services offered by achieving:

• Increased efficiency in terms of costs and operating personnel;
• Reduction of errors that are typically made by a person in operational activities;
• Increased effectiveness ensured by shorter wait times and a unique and personalized customer experience even during typically non-business hours;

How is Increso already taking advantage of these technological innovations?

Inxide is Increso's CXI platform for enhancing and innovating the ability to communicate and interact with the end customer.

Through the native capabilities of this platform and integration with leading market technologies, we have improved the CRM processes of our client companies through highly customized solutions, extending these processes and enhancing all communication channels (email, messages, calls, chatbots, whatsapp...)

For one of our clients, who has long adopted our Inxide technology, we integrated the IVR with a state-of-the-art AI engine and "trailed" it on the main contact center contact case histories of the target industry, achieving all the benefits already expressed in the previous paragraphs. The areas of intervention were as follows:

• Customization of the platform with new features useful for maximizing the effectiveness of the AI engine;
• Implementation of a user interface to facilitate training management through a supervised approach;
• Configuring features in the platform to further reduce escalations vs. operator on certain recurring processes;
• Optimizing integration with client company's legacy systems via API;

The initiative enabled our client to take its interaction with the end customer to another level. The upgrade of Inxide, on the other hand, was brought back to product standard for future use by other companies.

Boost your IVR, too, and improve your customers' CX

We have always assisted companies to improve interactions with their customers, to handle an increasing number of calls or contacts by resolving them without operator intervention, reducing operating costs and improving CX.

We do this on a daily basis, leveraging our many years of experience gained on CRM transformation projects. Our approach is always results-oriented and using the best available technologies.

To find out how you too can enhance IVR with AI, write to us at marketing@increso.it or fill out the form for a live demo.