SMART VOICE

Virtual Call-Center Agent

Powered by Artificial Intelligent IVR Voice Assistant

(Conversational AI)

Why Smart Voice?

An Intelligent, conversational experiences

24/7 service “Zero Out” missed or no-answer calls

Interacts with conversation using natural language

Accelerated Response and Resolution

Reduces needs of human interaction

Increases customer experience, satisfaction and loyalty

Numbers and Figures

Better Customer Experience while driving down Contact Center costs

+75%

Determination of caller’s needs is 75% faster

-50%

Call duration is 50% shorter

+20%

Call-Center’s productivity increased by 20%

24/7

24/7 Availability with Zero-Out un-attended or Missed-calls

How the Virtual Agent Operates

Answers a phone call and asks questions to define caller’s needs

Records the caller’s response and provides answers or information

Transfer call to destination for further request’s processing (if needed)

If no-answer, notifies the caller and advise the follow-up information

Forward message to destination with – caller data, call information and action required

Calls information and data, is available on-line via the Smart Voice CRM’s web interface

Artificial Intelligence Voice Assistance

Lets your agents focus on more valuable tasks

Anticipates customer needs

Provides personalized responses

Adopts speaking styles based on conversation context

Automating up to 80% of written conversations

Frees agents from repetitive requests

Main Operation Features

  • Multi Language Audion prompt to caller

  • Ability to identify callers need through voice

  • Ability to execute routines based on decisions established by natural course of events

  • Continuous Learning Mechanisms to improve decision-making capacity based on:

ASR - Automatic Speech Recognition

STT - Text to Speech and Speech to Text

NLU - Natural Language Understanding

Natural

Language

Understanding

Automatic Speech Recognition

Mechanisms to understand whatever a person is saying on the phone.

The Speech Recognition Technology allows performing actions based on pre-defined instructions.

Text to Speech

Smart Voice can retrieve text information from various sources, translating it into voice and communicating it to the caller on the telephone line.

Virtual Agent – Capable of sustaining a dialogue followed by action

Implementation options

Implementation options

At the beneficiary’s location or his private data center

100% operational without depending on internet connection to other external applications

As could base service provided via ICS’s secured Data Center

System administration, management and support services included in the monthly subscription

Reinvents customers experience

SMART NUMBER

  • A unique 4 digits short telephone number dialed with “*” key (as prefix) (i.e. *2272 or *CASA)
  • Superior exposure and reach (600% more than a normal number) with 100% recall
  • Up to 35% in conversion rate vs 1% – 2% in on-line promotion
  • Simple integration and fast implementation with existing call-center system
SMART NUMBER

SMART VOICE

  • AI (Artificial Intelligent) IVR voice assistance
  • Automatic voice calls response & assistant active 24/7
  • Fast determining caller’s need – time reduced by 75%
  • Shorter call duration – decreases by 50%
  • Zero out of missed calls from potential customers
  • Online report support (call and conversation detail)
SMART VOICE

SMART CONTACT

  • A complete cloud base call-center solution
  • Switch caller to required destination, regardless the agent’s location
  • Ideal mix of self-service and agent assistant contact supported AI
  • Recorded conversation hosted on cloud
  • Automatic Call-Back
  • Admin, Reporting and analytics Center
  • Scalable and upgradable for future needs
SMART CONTACT

Take the first step

Let’s make together your Customer Experience Smarter