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.
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.
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.
— E-Commerce Director, Online Jewelry Retailer
– VP of Customer Care, Large Regional MSO/Telco Company
— Director of Operations, Fortune 100 Home Improvement Retailer