IVR Call Deflection Solution

Streamline IVR-based Customer Self-Service

Deflect calls from service centers and minimize the impact of call surges by offering self-service alternatives

Deflect from voice to digital channels
Reduce call volumes and time to resolution
Automate easier use-cases like WISMO and claim status checks
Build a reputation for digital excellence and customer care

See it in action

Ushur for IVR Call Deflection

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.

70%

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

42%

of calls are automated to liberate your teams

45%

improved C-SAT and NPS scores

Blog Post

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What is Call Deflection?

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Why Ushur for Automated Claims Processing

Employees

Employers are constantly pressured to provide the best group plan options at the lowest cost. Having strong information and positive references ensures they can make the best decision for their own employees.

"My broker always manages to bring me the best rates. I love working with them, business is fast and options are strong. He makes the contact evaluation process easy."

Broker

Brokers juggle multiple interactions with countless carriers during peak contract shopping seasons. They rely on simple, efficient RFP processes to deliver great service onto their own clients.

"Working with a carrier that responds in a timely manner and makes communications easy really simplifies the whole quote shopping experience. I will be more inclined to work with them in the future."

Carrier

Carriers struggle with completing RFP and quote intake in a timely and efficient manner. This causes delays that impacts business and brand.

"Even in weeks during the busy season, when we get a quote request from a broker, we can have it set up in our systems without human interaction and turn an accurate quote around much quicker than the industry average."

The Ushur platform for RFP & Census Automation

AI-powered automation for Quoting and RFP Intake

Delivering speed, security & simplicity in a single solution

Request Intake

Classify request
Parse attachments
Respond to sender

SmartMail

Hub

File Processing

Extract key data
Clean & validate data
Respond to sender

Intelligent Document Automation

Data Reconciliation

Review data output
Collect missing items
Update file accordingly

Invisible App

Conversational Apps

System Update

Update systems
Notify stakeholders
Initiate next steps

Case studies for Call Deflection

Transforming Claimant Engagement

Challenge

The insurance carrier experienced considerable delays in collecting dates from claimants that they needed to process their claims, and wanted to avoid claimants calling them for next steps. The carrier relied on contact center employees to manually call claimants to collect information and in some cases, send paper-based forms. Customer experience suffered with this manual process and each claim incurred considerable costs to service with the typical process requiring 6 attempts by phone. On average, it spanned a total of 3 weeks.

Solution

The Ushur Customer Experience Automation platform gave the carrier's employees the ability to design and manage customer experience campaigns rather than forcing them to depend on IT teams alone to automate the proactive journey. The Ushur flow builder and no-code capabilities enabled the carrier to automate the gathering of critical dates and to automatically update the claim in their backend systems.

Benefits of the Ushur platform for Call Deflection

Create convenience for customers and optimize support operations

Supercharge your existing IVR systems and future-proof your investments in communication stacks that support customer service agents. Instead of depending on service teams alone who are limited to work hours, single-threaded calls, and overwork, add IVR automation to engage with thousands of customers at once. Liberate customer service agents to on high-touch and high value engagements.

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.

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.

Understand

Understand bodies of text, whether in a document, an image, or a conversation

Act

Take action when necessary, either with explicit or implicit human sign-off

Expand

Expand the journey across channels, including SMS, email, Invisible App™, social, or voice

Support

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

FAQs

Do I already need to have an IVR system if I want to set up call deflection?

The Ushur Customer Experience Automation platform enables experiences across all channels and can help bring channels to customer experiences that solutions don't yet have them including voice.

How long does a call deflection implementation take?

Call deflection cases can vary in complexity and therefore the time it takes to implement. Unlike most digital transformation projects, however, the critical components that Ushur deploys are pre-built and then customized during deployment. As a result, voice-based modernization solutions deploy in weeks - not years.

What channels can I deflect calls to?

Ushur is an omni-channel solution designed to optimize customer experiences. The platform can deflect to SMS, email, Invisible App™, Invisible Portal™, and existing solutions already deployed at each client like traditional mobile apps.

How can call deflection actually improve a customer experience?

What most call centers get wrong is using call deflection as a replacement for engaging with customers, and therefore preventing customers from communicating in their preferred modes. Call deflection only actually improves customer experience when it's used to expand the opportunities and modes of engagement.

How does proactivity contribute to call deflection?

Customers tend to call in with similar questions to each other, and for fairly predictable pain points which customer service teams are already enabled to answer. For the questions that include topics like status, sometimes the best answer is the one given proactively. Ushur Customer Experience Automation capabilities make proactively sharing status easy so that customers never have to call a company in the first place.