EntrAI IVR Chatbot Omnichannel Platform for text and SMS
Speech-Soft’s EntrAI chatbot platform is a fast and inexpensive way to offload work from chat agents or quickly setup a chat channel where none exists. EntrAI provides information and backend service transactions in the same way an IVR offloads work from a voice agent. The EntrAI grammar and dialog interpreter engine can be configured with grammars and dialogs to make your IVR call flows look and read like a chat interaction. The EntrAI chatbot platform provides value to both business and operations by:
-reusing IVR code & business logic to ensure customers receive consistent information and service across channels;
-reducing the cost and time to market of changes by reducing the development, testing and legal approval across channels;
-enabling the UI to be designed and configured uniquely for each channel.
The patent pending EntrAI architecture is designed with phased expansion in mind with future support for Web and AI platforms. EntrAI breaks the migration to intelligent chatbots into manageable bites each of which delivers business value.
Tropo Cloud based Auto Attendant
Tropo Cloud based Auto Attendant provides a speech based call routing mechanism for your organization. A central number allows callers to say the names of employees or departments and be routed to the employee or department numbers on your PBX system.
- Allows for customer updates of names, departments, phone numbers etc online
- Creates grammars to enable speech recognition of names on a periodic basis
- Billing is based on the duration of the call
- Provides a professional view of your company to the outside world
- Includes consultation on proper integration with and configuration of PBX
- 4 Hour training session on setting up names, numbers and ongoing changes
- Assistance with Pilots and testing prior to production cutover
SMS dialog from CVP Callback Queue via Tropo (UCCE/CVP/Tropo/Spark):
When calling from an SMS- enabled phone, customers are offered courtesy callback for long waits as well as the opportunity to work on their issue via SMS while waiting for the callback. For easy calls, this approach can leverage lower skilled agents. For complex calls, the SMS dialog may be used to further define the nature of the questions and/or begin to research material needed to resolve the issues. This approach reduces voice agent time by allowing SMS to move past basic questions to make the voice call more efficient. A transcript of the SMS session is made available to the voice agent as part of a CTI screen pop. Callback is cancelled if the situation is resolved via SMS. Future enhancements include the ability to leverage AI/ML to suggest best answer and possibly provide automated problem resolution.