Identifying clients in the IVR is a challenge that many clients face on a regular basis.
Despite IVRs being very efficient routing calls, and capable of handling tone and simple words capture, many lack the conversational ability required to handle an identification process over the line.
In many ocasions, the identification process is handle by the call center agent, through a number of questions regarding personal information, products or services the client has purchased from the business, authentication codes, or the activity that the client has had with the business itself.
It’s not uncommon to find an agent asking a client about his or her birth date, address, products he or she has purchased from the business, his or her pet’s name, car plate, or city where he or she met his significant other, when was the last time he or she visited the business, or the third and fifth digit of his or her security code.
The agent going through this process is time spent in a low value-added activity. In addition, more and more business don’t want call center agents, usually hired by outside call center providers, to access clients’ identification data.
In addition, the fact that the IVR cannot identify the client means you cannot automate services that otherwise would be straight forward (i.e. “knowing when my premium renews” or “changing by bank account”). Gaining the ability to securely identify a client, on the other hand, enables grater level of clients’ self service over the line.
Rational IVR/ID work along with existing IVRs, adding the ability to securely identify clients. It takes over the conversation at the IVR request, goes through the identification process, and returns the conversation control back to the IVR to continue once the client has been identified.
This way, business can move forward with services that require client identification on the line, take advantage of wait time for clients (who actually perceive a smaller wait time), save call center agent time, and ensure agents don’t have access to personal identification data.
And all this, without the need to replace your current IVR or technology infrastructure.
Today we are publishing a new Amazon Alexa skill for the Spanish market so you’ll never need to ask your partner or friend to call your phone. You just need to say: “Alexa, busca mi móvil”, and she will call you 🥳.
We’ve been working with different clients and partners to add voice interfaces to existing and new web applications for months now.
After creating custom-built solutions for different needs, we managed to isolate the core of our voice interface technology, and turn it into an SDK. Today, we are launching that same SDK, named Woice, as a product to help developers around the world add voice control and interaction with web applications.
Woice allows users to literally speak to web applications in your multi-media desktop or laptop device, in two different ways:
1. Transcribe your users’ speech into text input fields: just click on any text field in your application and talk to it. Woice will transcribe your spoken words into the input fields with literally no need to add any code to your application.
2. Interact with your application: couple your Woice application with a DialogFlow Agent, and turn you users’ spoken commands into application events that you can capture and process using your own Javascript code in the application.
In addition to transcribing and interacting, Woice helps you create a full conversational experience by making your application talk to your users.
Liked it?
Dig deeper, give us your feedback, and try it for free at https://woice.live
Real-world conversational services require multiple turns, a user-driven flow and dealing with the company’s whole portfolio of products or services, including available customization options, along a fluent client experience.
Rational Touch’s conversational platform, Rational TALK, enables deploying such rich services across different channels, including Amazon’s Alexa, Google Home, and direct over-the-phone client interactions.
Amazon’s voice assistantAlexa allows kids to check out the Spongebob Challenge or Sesame Street games. This is great news because from now on, not only grown-ups will have all the fun; this initiative was created to promote child development.
Even though the experience is mainly directed to kids, parents are able to take a little bit of control as well. They’ll need to verify their identity with a text code sent to their cell phones, which is also linked to their Amazon account.