Future of Work News

BPO Company Launches AI-Driven Conversational IVR Technology


Artificial intelligence makes many aspects of your contact center smarter today: it helps locate conversations in quality monitoring solutions, and it helps build better, more intelligence schedules. In some cases, it even drives customer chat, either handling chat responses entirely or guiding human agents to finding better answers more quickly. So why shouldn’t it add some smart to your interactive voice response (IVR) system.

Let’s face it: customers find the IVR one of the most irritating elements of customer support calls. No one likes to listen to the prompts and figure out which buttons to push, and older, voice-driven IVR solutions often have customers yelling into the phone in frustration. (“Sorry, I didn’t quite get that.”) As customer expectations rise, it’s critical that your IVR meets twenty-first century standards. For this reason, some IVR companies are adding artificial intelligence to their solutions.

MRS BPO LLC, a debt collection company, recently announced the launch of Adam, a proprietary conversational IVR designed to better service customers. Adam is a blend of AI and IVR that can learn and expand its knowledge – and therefore its abilities -- every day. It combines Watson Assistant speech recognition with contact center customer interaction best practices, resulting in a product that reduces cost and improves customer experience, according to the company, which is based in Cherry Hill, New Jersey.

“Adam exists in an agile technology environment and we are always adding more intelligence and capabilities to him,” said Michael Meyer, Chief Innovation Officer, MRS BPO, in a statement. “We’re constantly finding new ways to make use of IBM Watson to help add more intelligence into every facet of Adam. It’s allowed us to reach a level of customer experience that is a huge win for our clients and their customers.”

Adam is a fully managed software as a service built with an adaptable framework that allows for quick integration of APIs and customization that will allow for a variety of uses, including augmenting call handling. It’s available for customers after hours and can handle thousands of simultaneous calls, addressing basic issues and leaving live agents available for more complex customer problems or questions.

Edited by Ken Briodagh

Future of Work Contributor

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