IVR Deflection

Handle surging call volumes by giving
customers the option to switch from a voice call to a digital channel, instantly
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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.
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
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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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
Read "IVR TO AI"

Brands that trust Ushur's Intelligent Automation

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.

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.

What our customers say

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."

Ashely Restad

Program Director, Healthspire

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 calls to thoroughly address complex, high-touch engagements.
By moving customer conversations to AI-powered digital messaging channels preemptively, agents can resolve issues rapidly, eliminating wait times. Customers can use automation-enabled digital channels to:

Complete Forms

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Appointment Scheduling

Auto-Respond-to FAQs

Send Notifications

Capture Missing Data

Create Service Tickets

Account Updates

Diagnostics & Troubleshooting

BLOG POST

What is Call Deflection

Learn about IVR Call Deflection, what it is--and what it is not--methods of call deflection that delight customers, how to build the right call deflection strategy, and so much more.
Read Article

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's 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:

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.

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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