Future of Work News Free eNews Subscription

BPO Company Launches AI-Driven Conversational IVR Technology

By

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
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

Future of Work Contributor

SHARE THIS ARTICLE

Related Articles

Future of Work Expo 2025: UCaaS Drives the Future of Work

By: Greg Tavarez    2/12/2025

At Future of Work Expo 2025, part of the #TECHSUPERSHOW, a panel session, "Why UCaaS Is the Future of Work," explained why UCaaS is so central for the…

READ MORE

Is the Future of Work Powered by AI? Find Out at Future of Work Expo 2025

By: Alex Passett    2/11/2025

Future of Work Expo 2025 began today at the Broward County Convention Center in Fort Lauderdale, Florida. This story shares some details from the Futu…

READ MORE

Cybersecurity and Privacy Discussed at Future of Work Expo 2025

By: Greg Tavarez    2/11/2025

The flow of sensitive information, both within and outside organizations, is becoming harder to control.

READ MORE

Unified Office Announces Significant Expansion of its TCNIQ AI Analytics Suite of Products at Future of Work Expo 2025

By: TMCnet News    2/11/2025

Leading communications technology company Unified Office announced today the official expansion of its TCNIQTM AI-based business analytics suite of pr…

READ MORE

Beyond the Hype: Unified Office Provides Real AI Solutions for Business

By: Special Guest    2/8/2025

Unified Office is committed to creating practical AI applications that solve real world problems.

READ MORE