How Kore.ai’s Automated Speech Recognition Engine Powers IVR Systems to Deliver Superior Customer Experience
Integrate your existing IVR applications with conversational bots to increase service efficiency.
How to deliver superior customer service using modern artificial intelligence tools is the big question that every organization is asking. Brands that are successful in providing customers with great sales and service experiences are the ones leading the race. When it comes to customer facing businesses, particularly in the banking or healthcare sector, the importance of providing superior customer service is paramount. But, we know how frustrating it could be to talk to a customer service agent on the phone. Everytime we call in with a straightforward question, we get entangled in the Interactive Voice Response (IVR) system.
In many cases, either the IVR fails to recognize the customer’s intent or customers are forced to repeat themselves constantly. According to a research report, 82% of customers are likely to stop spending with a company due to a poor customer service experience. While HBR report says, acquiring a new customer is 5 to 25 times more expensive than retaining an existing one, the financial implications of poor customer service can be devastating for a business.
Kore.ai Conversational Platform makes IVR Systems more Responsive to Customers
At Kore.ai, we can integrate with leading IVR solution providers like Cisco, Avaya, Genesys, USAN etc., by developing solutions that have deep integrations with their products, and enable fully conversational IVR application flows.
The current touch and dialog-based IVR systems with complex menu trees do not meet the requirement of today’s customers. AI-driven conversational (voice) bot solutions can provide intuitive and native IVR experience, which not only shortens the wait duration of the call, but also provides a more personalized response by understanding the intent and context of customer queries. This leads to a conversation-driven, intelligent self-service platform which is smarter in routing the call, knows when to switch to the live agent, and efficiently turns the caller intent data into actionable items.
Thanks to major advancements in Natural Language Processing (NLP), Kore.ai chatbots have become incredibly adept at understanding user requests made in normal, conversational language. Coupled with powerful AI and machine learning technology, Kore.ai chatbots can learn from every customer interaction and train their skills for handling future conversations.
The Power of Kore.ai Automated Speech Recognition Engine in IVR
Kore.ai’s Bots Platform includes a powerful Automated Speech Recognition (ASR) engine to enable voice-driven interactions. The engine is trained using our robust speech recognition toolkit and a deep neural network implementation for a higher vocabulary ranking that drives better, more complete interactions, and can be further trained with domain specific vocabulary and utterances.
The Kore.ai ASR engine gives enterprises complete control over speech engine training, meaning they decide what is fed into the engine and how ongoing training is handled. The ASR engine is trained using deep neural networks with thousands of hours of training corpus.
With Kore.ai, you can leverage best of both the technologies — Chatbot and IVR, in the best possible manner. Kore.ai has granular control on call behavior with ability to define speech or Dual-Tone Multi-Frequency (DTMF) grammar, text, audio prompts and a combination of both, call flow parameters like barge-in, timeouts, prompts etc.
Furthermore, Kore.ai chatbots are capable of leveraging Application Programming Interfaces (APIs) of various business data sources such as CRM systems, FAQs, corporate databases, live web chat and call transcripts, to enhance its knowledge while answering customer questions and solving their problems.
AI Chatbot: The Game Changer in Customer Service Operations
Bots built on Kore.ai platform enables a seamless integration with existing IVR applications, while enabling synchronous or asynchronous https communication.
Kore.ai’s Chatbot IVR Voice Support can completely transform how customers interact with their banks and healthcare providers. The two-way conversational interaction provides customers with the ability to quickly and easily find answers to their questions, receive alerts from which they can complete a number of transactions seamlessly (e.g. account balances, money transfers, fraud remediation, new product applications, etc.), get instant status updates, and resolution to their problems.
Better Customer Service, At Lower Cost
AI-powered chatbots have garnered a reputation of providing better experience for both customers and businesses in the banking and healthcare sector. Chatbots are a much faster and more hassle-free way for customers to resolve their queries related to their bank accounts or medical emergencies. For businesses, chatbots can significantly reduce the number and length of customer service calls, leading to reduced customer care costs.
If you are considering to deliver better customer service and wish to upgrade your existing IVR systems with an intelligent chatbots like the ones built by Kore.ai, Request a Demo now.
Originally published at blog.kore.ai.