29 September 2020
Creative Virtual, a world leader in customer and employee engagement solutions, and Speakeasy AI today jointly announced their first shared enterprise customer is live using their integrated solution for conversational AI within IVR. This partnership is delivering next generation voice AI by integrating Speakeasy AI’s solution with Creative Virtual’s V-Person™ virtual agent technology within the IVR channel for a better customer experience.
This enterprise has used Creative Virtual’s V-Person solutions to provide customer self-service since 2015 and to support contact centre agents since 2019. This new integration utilises real time speech understanding enabled by Speakeasy AI’s patent-pending Speech-to-Intent™ technology to expand the virtual agent to the enterprise’s Genesys IVR. They are now able to intelligently route calls to reduce transfer rates and get calls to the right agents at the right time. Additionally, Speakeasy AI’s ability to understand customers’ intents in their own voices opens up further development of the virtual agent within the channel, with an expected 20-40% expansion of self-serve use cases possible in IVR.
Frank Schneider, Speakeasy AI’s CEO says, “We are really excited to have won this business with Creative Virtual, and our customer is seeing the benefits today of our unmatched integration capabilities with this combined solution. We believe this is the first enterprise scale deployment of a fully integrated digital AI system within a voice channel.”
The integration of Speakeasy AI’s solution with V-Person empowers organisations to expand self-service from digital channels to voice channels quickly, with high accuracy and at large scale. The combined solution provides flexible integration with external content sources and backend systems for better voice responses and automation. It also delivers real-time reporting functionality that gives an in-depth look into what customers are asking to help enterprises identify their real needs and continuously improve the customer experience.
Chris Ezekiel, Founder & CEO of Creative Virtual says, “We collaborate closely with all of our customers to find ways they can expand their virtual agent and chatbot implementations to improve their end-to-end customer experience. This joint IVR deployment with Speakeasy AI is a great example of how enterprises benefit from the flexibility and robustness of V-Person technology and our growing Partner Network.”
Learn more about this integration, including how large organisations with high call volumes can use it to provide AI self-services within IVR, by downloading the integration overview or requesting a live demo.
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