IVR to Digital: Call Deflection in a Snap

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Handle surging call volumes by giving customers the option to switch from a voice call to a digital channel, instantly

Overview

Customers say they prefer digital messaging channels, but often turn to calls when they’re convinced urgent requests will be lost in the ether. Free your customers from the call versus digital dichotomy via your existing (IVR) by enabling them to solve inquiries and complete tasks through robust, integrated digital messaging.
 
Anticipate customers' needs by offering an AI-powered digital channel of their choice when they call in. Resolve thorny issues with contextually-specific conversational AI without escalating to a live agent.

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Resolve issues before they become a backlog.

70%

of customers are reached, whose needs can be addressed in real-time

Give your agents time to focus on high-touch priorities.

42%

of calls are automated to liberate your teams

Build long-term customer retention and expand business opportunities.

45%

improved C-SAT
and NPS scores

What our customers say

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"We looked at several vendors to help us transform our customer experience and ultimately chose Ushur because of their Invisible App. To be able to serve our customers (especially seniors) on a seamless channel, without any need for downloads or having to deal with an app, is a game changer."

Ashley Restad

Program Director, Healthspire
AI-powered call deflection solution
Blog Post

Learn how our Invisible App Supports IVR Self-Service to Boost Satisfaction

Read how clients can implement a two-way, AI-powered, direct communication channel to deflect calls and give customers the ability to interact at their convenience, from their device of choice

Brands that trust Ushur’s Intelligent Automation

Create convenience for customers and optimize support operations

Supercharge your existing IVR system to serve 21st-century business needs. While customer service agents are limited to handling only one call at a time, with automation, teams can engage with thousands of customers at once, 24/7. Liberate your agents from repetitive inbound to thoroughly address complex, high-touch engagements.
 
By moving customer conversations to AI-powered digital messaging channels preemptively, resolve issues rapidly, eliminating wait-times. Customers can use automation-enabled digital channels to:

File
a Claim

Make an Appointment

Find
My Balance

Locate
My Order

Upload
Missing Data

Create
Service Tickets

Update
Accounts

Diagnose & Troubleshoot

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Deflect Calls for Better Self-Service

Call deflection via digital messaging channels, like Ushur’s Invisible App, allows you to manage high call volumes. Automated digital channels scale, allowing you to service customers in real-time, reducing the possibility of irate customers and overwhelmed agents.

Give Customers the Ability
to Query at Their Convenience

Give customers a frictionless option to meet their needs in real-time. Whether it’s checking on an insurance co-pay or updating critical financial forms, customers can verify and upload documentation at their convenience. Two-way digital channels like text messaging and Invisible App give customers peace of mind that you’re on the case.

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Integrate with Your Existing IVR Technology

IVR is familiar to many enterprise operations, and it’s reliable and ubiquitous. Integrate the Ushur platform with your existing IVR technology, instantly modernizing your operation while keeping the best of your current setup.

Automation that Understands

Ushur uses conversational AI, Machine Learning (ML) and Natural Language Processing (NLP) to contextualize the spoken or written word and determine the best way to handle and respond to a user input. Combined with integrations into your enterprise backend systems, Conversational AI helps businesses deliver personalized engagements and support at scale.

 

Ushur’s Language Intelligence Services Architecture (LISA) is the AI engine that drives our platform’s NLP and ML. LISA enables seamless building, deployment, and operationalization of machine learning models. It powers our bots to:

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  • Understand bodies of text, whether in a document, an image, or a conversation
  • Take action when necessary, either with explicit or implicit human sign-off
  • Continue the journey across channels, including SMS, email, Invisible App, social, or voice

Ushur’s AI platform supports more than 60 languages and delivers best-in-class sentiment analysis for any customer engagement.

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Empower Agents

Keep your agents looped in, at their convenience. Ushur automates the busywork, allowing agents to assess at critical junctures. Once workflows are undertaken, your agents have opportunities to support customers directly if and when appropriate. Take advantage of options for agents to review and modify data or documents from customers easily and efficiently as a part of an engagement. Agents can approve forms and re-engage at-will to capture updated information or handle other requests.

Analytics and Integrations

With our powerful analytics tools and dashboards built right into the platform, you can easily measure KPI at company, campaign or individual interaction level.
 
Ushur integrations, like Salesforce, ServiceNow, Jira Service Desk, and Slack, enable enterprises to address customers in real-time, while freeing agents from mundane administrative tasks. Reap the benefits of automated, timely, and accurate data entry with your existing commercial and home-grown backend systems.
 
By boosting data entry and integrity through Ushur’s Salesforce-certified integrations, keep your information complete, secure, and up-to-date.

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Request a demo

Interested in learning more about what Ushur can automate for your company?
Don’t hesitate to reach out to us with any questions you may have.

Resources

AI-powered call deflection solution
Deflect Calls, Not Business: Three Ways to Make the Most of Your IVR
Deflect Calls, Not Business: Three Ways to Make the Most...
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Conversational AI eBook
The Smart Guide to Conversational AI for Customer Service Do conversational AI platforms really help customer engagement? Brands left and...
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Insurance Chatbot Guide
How to Implement Insurance Chatbots to Retain Customers Do you know how to retain customers while phones are ringing off...