EPE: Global (AI) Voice Response Innovations

                                voiceresponse@epepartners.ai

EPE Partners is aware that IVR or Interactive Voice Response became popular around the millennium and it became a standard customer interaction method in the years that followed. It wasn't soon before people started disliking the bot interaction because in most cases, it failed to bring adequate relief or solution in the nick of time. Opting to speak to an agent became the obvious result by those desperate to avoid the IVR. To a few online businesses, the effect was immediate and opposite of what was expected. Soon, agents had their hands full with a tsunami of irked callers filling their bandwidth. Along with the barrage of angry customers, they also received a mix of trivial queries only to complicate the situation. Eventually, companies getting overwhelmed began outsourcing agent support functions to avoid the risk of a bad reputation.

It wasn't until the AI emerged, that problem began to dissipate. The AI language algorithms and models interpreted languages and context to assign priorities. It shaped a system that auto-segmented customer issues based on patterns and keywords to reduce the agent's effort. The language models were trainable and translated 90% of vernacular phrases without error. Most callers found relief with instant answers to specific queries than getting placed in a queue. After initial success, the system saw large-scale implementation across various disciplines. Today, AI-powered agent support is a norm because several early adopters have realized a two-third reduction in running expense with double the productivity. A typical call duration was shortened to 2 minutes which itself is a feat for call centers.

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