CONVERSATIONAL IVR

Personalized IVR Experience at Every Call

Save your customers from the IVR maze. Let them state their intentions in their own words. Take them directly to the solution.

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The Challenge

Touch-tone IVR experience is not good customer experience. Period!

Making customers wait and listen while a pre-recording lists option after option leads to frustration. Frustration results in customers bypassing the menu to talk to a live agent. This results in a costly and uncompelling way to serve customers.

The Solution

Conversational IVR technology provides a personalized experience every time.

Conversational IVR is the solution for providing fast and effective self-service. The technology uses Natural Language Processing (NLP) to enable human-like interactions with IVR. This means instead of a touch-tone menu, customers state their inquiries in plain language. Without being constrained to fixed menus, customers are given a natural, intuitive experience every time they call.

CASE STUDY

TEB Increased Call Completion Rates By Conversational IVR

With Conversational IVR technology, TEB customers are welcomed by the voice response system and successfully routed to the correct menu without the need for live agents.

  • 3%

    INCREASE IN IVR COMPLETION RATES

  • 250K

    USD ANNUAL SAVINGS

  •  

    DECREASE IN HANG-UP RATES

“Sestek Conversational IVR removes complicated menus from traditional IVR, guides customer's callers to the right destination faster, and allows them to complete their transactions with ease. Our customers' quick adaptation to this technology is proof of success.”

HEAD OF CONTACT CENTER - TEB
BENEFITS
  • Improved Experience

    Powered by natural language processing (NLP) and speech recognition (SR) technologies, Conversational IVR can understand customer needs and intents, fostering a natural dialog for improved experience.

  • Decreased Hang Up Rates

    When customers interact with smart technologies, processes streamline towards solution without the need of live agent assistance. For contact centers this means a decrease in hang up rates in IVR.

  • Shortened Call Durations

    Conversational IVR presents the shortest route to resolution. Without having to listen to the complete IVR menu, customers are directed towards the necessary information fast and easily.

PRODUCT

Knovvu Virtual Agent

With 100% in-house developed Speech Recognition (SR) and Natural Language Understanding (NLU) technologies, Knovvu Virtual Agent understands customer intent and responds without the need for live agents. Our market-leading speech recognition accuracy rate enables Knovvu Virtual Agent to effectively automate simple tasks, help increase self-service and decrease costs for customer service operations.

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CONTACT

Improve Your Conversational Customer Journey

Let’s go into detail on how Knovvu’s conversational solutions can improve your agent and customer experience.

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