Conversational IVR

Speak naturally and skip the buttons.

Gone are the days of calling customer service and being greeted by a long list of prompts - pressing 1 for this and 2 for that - to ultimately be put on hold to speak to an operator.

With Sitel Conversational IVR, your customers experience a clear conversation with a digital agent on the line. Your customers will simply speak naturally, in complete sentences, as if a live agent were speaking to them on the other end of the line. Your customers will then get the answers fast and easy with the low level of effort and superior level of service they have come to expect from your brand. Conversational IVR is a call deflection solution that can reduce costs, making your bottom line brighter and driving your customer satisfaction as well.

Listen with intent.

Using digital technology to create unique and memorable experiences for your customers is at the forefront of our mission. Conversational IVR uses a combination of artificial intelligence (AI), natural language understanding (NLU) and natural language process (NLP) to both understand and respond to your customers’ requests in an intelligent way. This solution becomes smarter with each conversation, augmenting its knowledge base over time.

Anytime, anywhere – seamless, personalized CX.

Not only does Sitel Conversational IVR have built-in accuracy to fully understand customers as they speak, it also picks up on customers’ sentiment in their voice. This allows for customized responses and options to solve for each customer’s request.

Need to speak to a live agent? Conversational IVR also has the ability to route a conversation to a live agent when needed – because ensuring your customers are taken care of is our main priority. Customers can also experience this omnichannel technology via your website or social media channels, keeping the communication on their channel of choice.

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