Haptik Introduces Conversational IVR Solution to Enable Omnichannel Virtual Assistants

Haptik’s Conversational IVR solution leverages the company’s core AI platform to power virtual agents to naturally interact with customers via voice

The solution has been built in partnership with Audiocodes, one of the world’s leading voice gateway contact center providers

This solution will reduce customer support call wait times and help businesses create better overall customer experience at scale

Jio Haptik Technologies Limited, one of the world’s largest conversational AI companies and a subsidiary of Reliance Jio Platforms Limited, announced the launch of its Conversational IVR solution in partnership with Audiocodes. This solution is powered by Haptik’s acclaimed Natural Language Processing technology and pre-built conversation flow capabilities.

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According to Vonage Research, while interacting with traditional menu-based IVRs – 45% customers are forced to repeat themselves. 61% customers believe it offers poor experience. Conversational IVR can help overcome these challenges and offer human-like interactive experience with reduced wait time for users to get queries answered by AI powered-voice assistants.

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This video shows how customers interact naturally with IVR to solve queries. Automation allows businesses to improve NPS and ROI while reducing costs associated with customer service operations. The solution can be easily integrated, maintained and dynamically scaled with contact centre platforms like Genesys, Cisco, Mitel.

Echoing Swapan Rajdev, CTO and Co-founder at Haptik thoughts, “Customer experience is a top priority for businesses using support solutions like IVRs. With Conversational IVR, we take a step further in simplifying how customers interact with contact centres. The combined power of Audiocodes and Haptik’s AI enables business to allow their customers to naturally talk to IVRs as they would with a human and experience the best voice-driven support.”

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