5 Benefits of Adding a NLP Powered Virtual Agent to Your Existing IVR/Call Center Solution

by | Feb 16, 2023 | Brand marketing, Content management, Insights, Voicify News

In today’s fast-paced world, customers want quick and easy solutions to their problems. One way to provide a better customer experience is by using an Interactive Voice Response (IVR) system. An IVR system is an automated phone system that allows customers to interact with a computer through voice or touch-tone inputs. However, traditional IVR systems can be frustrating for customers because they often require them to navigate a complex menu system and wait on hold to talk to a human agent.

To improve the customer experience, companies are turning to Natural Language Processing (NLP) empowered virtual agents to supplement their IVR systems. NLP is a subset of Artificial Intelligence (AI) that allows computers to understand, interpret, and generate human language. Here are some of the benefits of adding an NLP empowered virtual agent to an IVR system:

  1. Enhanced Customer Experience

An NLP empowered virtual agent can provide customers with a more personalized and efficient experience. Unlike traditional IVR systems, which require customers to navigate a complex menu system, an NLP empowered virtual agent can understand natural language and respond to customer queries in real-time. This means customers can get the answers they need without having to wait on hold or navigate through a menu system.

  1. Improved Efficiency

An NLP empowered virtual agent can handle a high volume of customer inquiries simultaneously, reducing the burden on human agents. By automating repetitive tasks, companies can improve their efficiency, reduce wait times, and provide a better customer experience.

  1. Cost Savings

By automating customer inquiries, companies can reduce the number of human agents required to handle customer service requests. This can result in significant cost savings, especially for companies with high call volumes.

  1. Better Data Insights

An NLP empowered virtual agent can capture customer data and generate insights that can be used to improve the customer experience. By analyzing customer inquiries, companies can identify trends, track customer sentiment, and identify areas for improvement.

  1. 24/7 Availability

An NLP empowered virtual agent can provide customers with 24/7 support, even outside of regular business hours. This can be especially valuable for companies that operate in multiple time zones or for customers who have urgent requests outside of business hours.

In conclusion, adding an NLP empowered virtual agent to an IVR system can provide companies with significant benefits, including enhanced customer experience, improved efficiency, cost savings, better data insights, and 24/7 availability. As AI technology continues to evolve, companies that adopt NLP empowered virtual agents will be better positioned to meet the evolving needs of their customers and remain competitive in their respective industries.

A key component of Voicify is the open and manageable Natural Language Model. This means you can create and manage the NLP Model in real time with the AI being rebuilt in seconds. Combined with Voicify Effects (the ability for the virtual agent to take action) you are able to add an NLP empowered Virtual Agent quickly and easily.

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