Intelligent Virtual Agent (IVA)

Businesses are increasingly striving to enhance self-service options for both their customers and employees. This can be achieved through straightforward touch tone responses (DTMF) or by incorporating natural language Intelligent Virtual Assistants (IVAs) into communications, enabling lifelike text-to-speech interactions, even in multiple languages. These systems mirror conversations with devices like Amazon Echo or Google Home, automating everyday tasks such as:

• • Scheduling appointments

• • Sending reminders

• • Processing PCI-Compliant payments

• • Retrieving order information

• • Monitoring package shipments

• • Reserving tickets

With the suite of products provided by our technology partners, InflowCX not only develops applications for voice-based interactions but also seamlessly integrates similar natural language AI technology into business websites via chatbots or SMS applications.

InflowCX possesses a wealth of experience in creating adaptable, multi-tenant IVA solutions that dynamically adjust the caller’s experience based on the dialed number. We prioritize maintaining a user-friendly design solution for customer administrators.

Our process encompasses:

• Engaging in discovery meetings to comprehend your objectives and provide tailored design solutions.
• Documenting all IVR/IVA requirements in a comprehensive scope of work.
• Developing fundamental IVR/IVA functionality.
• Leveraging our extensive expertise in software and systems to offer guidance on API implementation for web service integration into IVA.
• Integrating third-party web services like Salesforce to deliver distinctive and personalized customer experiences.
• Training IVAs to enhance the alignment of caller intents with desired behaviors.
• Ensuring seamless call transfers to core VCC solutions through desired routing.
• Participating in operational readiness tests and executing go-live cutover procedures.
• Training customer personnel responsible for IVA maintenance and refining the natural language engine.

The InflowCX team boasts a proven track record in constructing IVA and IVR solutions across various industries including banking, healthcare, retail, insurance, investments, transportation, and more.

Customer Service

Virtual agents are a valuable addition to customer support teams, though they should not replace live chat agents. They excel at handling routine inquiries instantly with natural-sounding responses powered by conversational AI, enabling team members to focus on more complex issues rather than responding to basic questions via email or phone calls.  

IT Support

An IT helpdesk, much like customer service, frequently deals with repetitive requests. Virtual agents can efficiently manage tasks such as software updates, password resets, and basic troubleshooting, while even collecting information and creating tickets for more complex inquiries. This not only enhances customer satisfaction by providing quick responses but also alleviates IT staff from mundane tasks.

Sales Department

Virtual agents and chatbots support sales departments by aiding in lead generation. They efficiently capture user information and discern user intentions, providing sales teams with sufficient details to pursue leads. This fast and effective method benefits sales and marketing teams in generating leads and initiating follow-ups seamlessly.  

Industries Using IVA:

The InflowCX team has demonstrated expertise in developing IVA and IVR solutions across a range of industries, such as:

• Banking
• Healthcare
• Retail
• Insurance
• Investments
• Transportation
• And more

IVAs and chatbots are both conversational AI tools utilized for customer support, each offering distinct capabilities and levels of customer interaction.

Chatbots, being more simplistic, are mainly employed for handling basic inquiries or providing relevant links. Operating on pre-set rules, chatbots lack the ability to comprehend conversational context. In their capacity, they generally present information from knowledge sources in the form of articles.

On the other hand, virtual agents are more advanced, leveraging AI technology and natural language understanding (NLU) to mimic human speech patterns, discern customer intents, address real-time queries, interpret user language more accurately, and tailor responses to individual needs. Moreover, virtual agents can engage in deeper conversations, follow up with further questions, and escalate issues to human agents when necessary.