IVR & NLP Technology
Introducing Oration. The next generation in contact centre call routing solutions, utilising artificial intelligent technology.
In any business, there are customers who experience frustrations during the journey to achieving what they need - whether it’s completing a purchase transaction or getting a problem solved. And in many cases, an antiquated IVR system can be one of the root causes of this frustration. Probe CX works with clients throughout the world to implement an artificially intelligent solution that works in conjunction with the client’s current system. We’re focused on reducing your customer’s pain points and improving your contact centre efficiency.
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Learn more about Probe CX Digital and how we deliver world-class digital enablement.
Turning Customer Problems Into Solutions
Introducing Oration
The Why
At the core of your contact centre business is a customer with a problem and an agent with the solution they seek. Oration is designed purely to bring those two issues together in the smartest, quickest and easiest way possible whilst ensuring the experience is a positive one for your valued customer.
Asking the single question “how can we help you today?” gets immediately to the why of your customer’s call. Using advanced speech recognition technology and Convai’s AI language interpreter to understand the intent, the call can then be directed to the agent who’s best equipped to meet their needs.
The caller’s intent is even presented verbatim on your agent’s screen, so they’re better equipped to begin the conversation in the best way, taking control of the call from the start and reflecting the callers language.
Benefits:
- Enable targeted channel shift
- Improve time to competence
- Support training frameworks
- Average handle time saving
- Increase uptake for self service
- Targeted banners to remove calls
Who Are You?
Call centre agents need to verify the identity of callers. This typically takes more than 45 seconds and uses knowledge based questions which are of limited security. Our solution firstly enables these questions to be asked before handing the call to an agent, thereby saving agent time.
More powerfully the solution can be augmented with voice biometrics which not only reduces the number of questions required making it quicker and less obtrusive for the caller, but also introduces genuine security to the process. Better for the caller. Better for the agent. And more secure.
Benefits:
- Average call handling saving
- Caller time saving
- Reduced frustration
- Improved security
- Increased opportunity to self serve
Automating Intelligent Conversations
While there will be many calls to your centre that only a live agent can answer, there are others that can easily be handled by an automated solution.
Traditionally self service options could only be offered through a tiered menu. A menu can only provide a limited number of options, with Oration you can literally have hundreds. Removing the menu tempts the caller into engaging – menus make them feel constrained and frustrated.
Oration can provide a range of off the shelf self service options such as store location or opening hours, applications that are now adapted from our standard options to make them specific for your business and others where the app is just for you.
Benefits:
- Reduction in agent calls
- Call options during peak periods
- Greater flexibility for callers
Latest Speech Recognition Technology
Imagine a system that asks your customers “how can I help you today?” and then understands what they say and can direct their call to the best resource to fulfil their needs.
Drawing on the latest speech recognition technology as well as artificial intelligence and a supervised learning environment, Oration replaces (or works with) your current IVR menu to provide a seamless contact centre experience for your customer. As a cloud-based solution, it plugs directly into your contact centre platform and will be up and running, typically, in just a couple of days. With no technical knowledge or expertise required, you can configure and manage every aspect of the customer experience from a digital interface that’s designed specifically for your business and the customers you serve.
Instead of your customer selecting from a set menu or putting their query into just a few short words, this system allows them to talk as if they would to a real person. Not only will it understand their intention, it will also route their call to the most appropriate resource to handle their query - either a trained agent or a digital self-serve solution.
human-led intelligent solutions
AI-Powered Oration Contact Centre Conversations
Advanced Speech
Recognition
- Utilises the latest technology including Google and Amazon to apply an intent to every call
- Allows supervision of the system’s learning process and adjustments to its behaviour
- Automates conversations to improve the efficiency of your contact centre and your customer’s experience
Complex Call Routing
- Handles huge volumes of calls and call routing options
- Allows for further education or information requests of the customer during the call journey
- Deflects calls that don’t require agent intervention to standard on-the-fly messages, digital chat or self service options
Ease of Use
- Features a graphical user interface dashboard where you can build, manage and report on your contact centre operations
- Transcribes the conversation and displays it to your contact centre agent, preparing them for the call ahead
- Plugs directly into your current contact centre platform as a SaaS solution
Watch Oration Product Demo
Oration will:
- Reduce average handling times
- Increase uptake to self service
- Provide targeted banners
- Facilitate a digital channel shift
- Improve agent and customer engagement
- Support speed to competency.
Oration has changed the way you’ll do business and reimagined the AI powered contact centre.
Plus, it is affordable for all contact centre sizes.
Oration Case Studies
Our Solutions At Work
Case Study 1 - Large Government Department
Largest government department, administering over NZ$13 billion and impacting a third of the population. This client allows callers to validate themselves and request information on basic transactions, or be intelligently transferred to an agent for further help. 85% approval rating with no push button menus or waiting time.
Case Study 2 - Large Banking Institution
50,000 calls a month, implementing a speech recognition self-service solution with automated member identification and verification to work with account balance queries and credit card activations. Usage of the system grew by 150% in the first year.
Case Study 3 - Large Government Department
Collects 80% of government revenue and administers 22 types of tax. Almost four million calls per year. Implemented a voice self-service designed for form requests resulting in a call completion jump from 40% to 90% with a corresponding increase in customer satisfaction.
Case Study 4 - Government Assistance Line
172,000 calls handled manually per year. Required streamlining of 24/7 reporting service for non-urgent incidents, specific reporting lines, police staff lines and general switchboard. Implemented a dialler, with over 80% of calls being dealt with automatically and resulting in a cost reduction of 85-90%. The first of its kind in the world.
Case Study 5 - Large eCommerce Business
4.3 million calls in the first six months of operation, allowing punters to place bets without waiting. 96% of calls completed without operator intervention and 99.9% of calls answered within 5 seconds.
Download Oration Product Brochure
Enabling better conversations - make every word count. A solution that utilises artificial intelligence to automate conversations and improve both your customer’s experience and the efficiency of your contact centre. Find out more.
Cost effective, quick to install and easy to use
Next Generation Contact Centre Call Routing
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Frequently Asked Questions
What is natural language IVR?
Natural Language Intelligent Voice Recognition (IVR) - also known as Conversational IVR - is technology that allows for automated speech recognition to capture vocal intent. In other words, if someone calls a contact centre, their query can be captured and directed to the right department or deflected to a low-cost channel without human interaction.
What is conversational IVR?
Conversational Intelligent Voice Recognition (IVR) is another name for Natural Language IVR, which is the technology that captures caller intent and records it to a sytem where it can be diverted and processes by the correct department.
What is the benefit of NLP in IVR?
The benefit of Natural Language Processesing (NLP) in Intelligent Voice Recognition (IVR) is the superior ability to capture intent in natural speech, making the system more efficient as it processes real-life calls, or other voice interactions.
How do you integrate IVR?
Integrating Intelligent Voice Recognition (IVR) can be simple, depending on the software. IVR design best practices explains how IVR design is central to CX and provides IVR design best practice tips.
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