Most IVR systems are stuck in the 1990s. While they have been a customer services workhorse for decades, routing billions of calls and enabling basic self-service, they frustrate today’s digitally savvy customers with touch-tone inputs, poor speech recognition, robotic voices, and confusing menus.
Today’s customers want to self-serve, get things done fast, and seamlessly switch to a digital channel or transfers to a live agent if needed. They expect brands to know their journey and move them within and across channels, without losing context. Legacy IVR systems can’t deliver on these customer expectations. In this digital age, it is critical more than ever to upgrade your IVR and transform it into an intelligent IVR.
[24]7 Voices conversational IVR leverages state-of-the-art AI, predictive analytics, and Microsoft speech technologies (advanced speech recognition and neural text-to-speech) to increase self-service by 20 percent, and call completion up to 90 percent, compared to traditional IVR. Voices is an enterprise-grade, standards-based cloud solution that seamlessly pairs with digital channels on the [24]7.ai Engagement Cloud platform. Use it to drive more meaningful interactions across channels.
[24]7.ai is rated a Conversational AI market leader by Forrester, Opus, and Ovum. We power [24]7 Voices with the latest natural language processing, deep neural networks, speech recognition software, neural-based natural speech synthesis, and predictive analytics to deliver smart, intuitive, and humanlike experiences.
We achieve industry-leading IVR containment rates (70+ percent) with our deep conversational AI expertise. When you anticipate what your customers are trying to do, you keep more callers in automated channels and serve them better.
We are the leaders in building intent identification models, enabling Day Zero bot deployment for various verticals. Our vertical natural language models enhance self-service, expedite resolution, and decrease average handle times—making speech experiences smart and easy.
[24]7 Voices runs on a unified self-service platform that erases the barriers between digital and voice channels. It uses common business logic, advanced application development, model creation, and a prediction layer that spans all channels (IVR, virtual assistant, chat, and messaging) and modalities (voice and visual/touch).