Advances in artificial intelligence have proven to be extremely useful in the business world, and companies have recently been implementing these software systems to help manage basic tasks for call centers. One of the most obvious limitations of artificial intelligence systems is their inability to follow natural dialogue, which can be frustrating for customers who sometimes need to elaborate on their explanations. Though the world is far away from being able to have true conversations with AI, one company has created a program that gives customers something closer to the human experience.
Jip Haptik, a branch of Reliance Jio Platforms Limited that focuses exclusively on conversational AI, recently introduced their latest customer support system to create more natural conversations with callers. The solution, called Conversational IVR, will be powered by Haptik’s Natural Language Processing technology, and will feature pre-built conversation flow capabilities for virtual agents.. IVR was created in partnership with telecommunications company Audiocodes, which specializes in contact center solutions.
"Customer experience is a top priority for businesses using support solutions like IVRs,” said Swapan Rajdev, CTO and Co-founder of Haptik. “With Conversational IVR, we take a step further in simplifying how customers interact with contact centres. The combined power of Audiocodes and Haptik's AI enables business to allow their customers to naturally talk to IVRs as they would with a human and experience the best voice-driven support."
Conversational IVR will allow customers to have shortened, more efficient calls by allowing human-like dialogue that will cut down time spent on the phone. According to a report by Vontage Research, 61% of customers interacting with traditional menu-based IVRs have a poor experience. By offering an automated customer service option that feels more natural, customers can get the attentive support they need while businesses lower operating costs.