CONVERSATIONAL IVR SOFTWARE

Reduce costs by deflecting up to 70% of customer calls with AI-powered Conversational IVR

Deliver powerful conversational IVR experiences with intelligent voice bots that ensure intuitive self-service for customers and efficient routing to agents.

Handle up to 70% of customer calls with AI-powered Conversational IVR

Elevate caller experiences with personalized IVR journeys

Enable effortless customer journeys with AI-powered voice assistants on Sprinklr Service.

Leverage robust integrations

Provide context-rich responses for a highly personalized experience using deep integration with internal systems.

Route calls to the right agent

Segregate and prioritize every call based on context and intent. Automatically route calls to the best-suited agent with the right subject matter expertise for better and faster resolution.

Eliminate repeats and deliver exceptional experiences

Maintain a complete record of customer context. Use this intel to restart your conversation journeys with confidence and ensure that your customers don’t have to repeat themselves.

Employ smart automations to reduce call abandonment rates

Increase containment and serve more customers at a lower cost by capitalizing intelligent virtual assistants on Sprinklr Service.

Leverage auto-callbacks

Automatically schedule callbacks to customers you lose during the IVR journey and take full control of when you choose to reconnect.

Deflect seamlessly for faster resolution

Redirect customers from voice to digital channels with ease to reduce their wait times and provide instant resolution.

Restart conversations with automated dialers

Reconnect abandoned calls with the relevant agents automatically.

Optimize IVR flows and lead tracking to improve customer satisfaction

Demystify customer conversations and improve IVR flows with insights, trend analysis and deflections.

Analyze trends and improve your IVR journeys

Segregate your IVR options using parameters such as demographics, locations, etc., to identify the least and most popular ones. Complement these insights with end-to-end reporting to optimize your IVR flows.

Provide self-serve and omnichannel experiences

Redirect customers to their preferred channels effortlessly. Provide easy access to all the relevant resources for self-service to enable quicker and efficient resolutions.

Identify potential leads with precision

Enable agents to acquire new customers by identifying and tracking potential leads accurately. Make complete use of Outbound Voice for effective campaign reporting and management.

Frequently asked questions

What is conversational IVR software?

Conversational IVR software advances beyond traditional rule-based IVR and utilizes advanced natural language processing and machine learning technologies to enable voice systems to understand, process and respond to human speech in a more natural and intuitive way, improving user interactions and efficiency through smart automation.

What are the key capabilities of conversational IVR software?

The key capabilities of conversational IVR software are as follows:

Natural Language Understanding (NLU): Interprets user intent from speech, enabling fluid interactions as if conversing with a human.
Speech Recognition: Accurately transcribes spoken words into text, allowing the system to process and understand user queries effectively.
Real-Time Analytics: Empowers IVR systems with dynamic reporting, trend identification and caller insights, helping constantly upgrade and refine performance.
Speech Analytics: Analyzes voice data to identify trends, monitor quality and gain insights into customer behavior and preferences.
Voice Biometrics: Uses unique voice characteristics for secure user authentication, adding a layer of security to transactions.
Call Routing: Directs callers to the most appropriate agent or department based on their spoken needs, optimizing customer service.

How does conversational IVR improve customer service?

Conversational IVR elevates customer service by enabling fluid, human-like dialogues, swiftly navigating users to solutions or live support and minimizing delays. It prevents long waiting times, endless menus and dead-ends that most callers end up facing when speaking into static IVR. Unlike it, conversational IVR uses call data to improve and fine-tune its ability to assist callers in each consequent interaction.

Can conversational IVR software integrate with the existing systems?

Yes, conversational IVR software can integrate with your existing systems like CRMs and your service command center to ensure all the data and context flow stays consistent every time a customer interacts with the conversational IVR. So, it’s good to ensure your customer service automation ideally fits just right with your conversational IVR. Some conversational IVR solutions can even integrate with prevalent software that you may use — much like the ones offered by Sprinklr Integrations.

What are the benefits of using conversational IVR software for businesses?

Let’s look at the benefits of using conversational IVR software for businesses:

It’s adept at decoding natural language, which helps to accurately identify and resolve customer queries with less to-and-fro
It takes on routine inquiries, significantly reducing the burden on live chat support while improving call containment and deflection
It reduces call abandonment as more customers are able to successfully interact with IVR and get their queries resolved instead or dropping the call out of frustration or confusion
It targets potential customers effectively through personalized outreach, showing an uptick in sales and upsell numbers
It uses conversation analytics to catch on trends and sentiments and guide smarter tweaks to products and marketing approaches

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