Solution

Conversational AI for IVR

Conversational AI for IVR by OutPLEX reduces call handling up to 82%.

Our Speech-to-Intent is unparalleled enabling understanding of your customers’ directives and questions. Clients have realized an 82% containment in their IVR’s and even higher on simple, routine customer interactions. No more “Press 1 for Yes…” Instead have your customers just speak. Over 25% of customers share they are dissatisfied with phone menu prompts. Conversational AI for IVR powered by OutPLEX results in improved metrics and efficiencies and decreased costs with substantial labor expense reductions. High empathy concerns and escalations can seamlessly be routed to our agents for white glove touches for complex issue resolutions.

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Conversational AI for IVR allows for the monitoring and measurement of customer sentiment with true “voice of the customer” insights that are used to route frustrated customers quickly, and to the right agent, for resolution. This service can also identify service delivery failure that frustrates customers.

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Voice conversational AI drives higher IVR containment; your customers get what they need the first time. The power of conversational AI also ensures continual improvement, driving higher self-service and higher customer satisfaction.

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IVR voice data can then inform the agent of the customer sentiment and suggest responses based on the customer’s unique inquiry. Agents are better informed and more efficient.

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Testimonial
OutPLEX has proven to be a great partner since we launched our program over three years ago. They deliver great customer experiences and insights into how we can improve operational outcomes.

— E-Commerce Director, Online Jewelry Retailer

We had a need to scale quickly as our other provider was not delivering the level of CX our brand demands. OutPLEX, in a matter of months, was able to grow our program to 700 agents without sacrificing performance or quality.

VP of Customer Care, Large Regional MSO/Telco Company

The ability for OutPLEX to better understand our customer intents within our purchase flow was invaluable! In a matter of months, they were able to tune our Chat Bot to drive a 62% self-service rate with NPS equal to human assisted interactions.

— Director of Operations,  Fortune 100 Home Improvement Retailer

Outcomes

One of the world’s largest cosmetics brands was able to reduce their abandonment rate to 1% while increasing sales by 53%.

53%
Outcomes

Migrating your customers to digital channels can save your organization up to 40% while increasing Net Promoter Scores.

40%
Outcomes

When customers have a choice of channel, they often use messaging which provides a 78% higher open rate.

78%