Conversational IVR

Conversational IVR enables customers interact with Expertflow CX in a conversation mode. CX-Voicebot gives a welcome treatment and conversation experience using 3rd party NLU engines to understand thee customer's intent and then responds with the relevant information. For a human assistance, it may request the CX Routing Engine for the most valuable agent. This improves the response time for serving customers quickly without navigating them on multiple menu options.

To do this, Expertflow CX has a Session Border Controller (to re-name) to embed any speech engine for speech recognition, NLU for recognizing customer's intent and for scripting. This determines what to say, and how to speak back to the customers. The information received from Conversation IVR will be stored as Conversation Data in slots in future.

Business Features

Features	Benefits
Better Enquiry Resolution	Using AI-powered Natural Language Understanding and machine learning, CX Conversational IVR system directs customer calls to the best available agent, or even completely resolve the customer query without involving any agent.
Agent Assistant Mode	Has the capability to work in Agent Assistant Mode by routing the queries to the right agent.
Integration with any type of AI Engine	Is capable to work with any type of AI engine such as RASA, Amazon Lex for voice biometrics, sentiment analysis.
Integration with Speech Engines	Provides automated speech recognition by integrating with speech engines such as Microsoft Cognitive Services, Amazon Lex, Google DialogFlow with tested languages of English and Urdu. Any other language support can be available on request.
Initial Call Controls	Provides initial call controls such as call accept, call route, call end.
Scalability	Can handle multiple simultaneous interactions by its automated system and prevent surges affecting the quality.
Round the Clock Availability	Is available round the clock, 24/7, 365 days a year without making customers worry about traditional business hours.
Data Availability for Analytics	Ensures large amount of data available for analysis by leveraging NLU capabilities.

Integration with Speech Engines

Expertflow CX provides integration with the following speech engines:

Amazon Lex
Microsoft Cognitive Services and
Google DialogFlow

which provides additional capabilities (along with voice, and chatbots) such as voice and face biometrics, emotion detection, transcription, and translation/ transcription during or after a call.

The speech services can be available in any language but the following languages have been tested as of now:

English
Urdu

Speech services in any language can be made available on demand.

Integration with NLU

Expertflow CX provides integrations with:

RASA
Amazon Lex

Build Your Own Conversational IVR

You can build your own Conversational IVR using Conversation Studio.

Pre-requisites

Single Instance Hardware Requirements

For every single instance, 3 Debian servers are required to deploy. One for the feature server and 2nd for RTP server.

Feature Server

RTP Server

Node Server

Hardware Sizing

For 300 to 400 simultaneous calls at the feature server and 600 to 800 simultaneous calls at RTP (Real-time Transport Protocol) server.

4 vCPU, 8 GB RAM, 150 GB HDD

2 vCPU, 4 GB RAM, 80 GB HDD