Discussions (English)

Registered 4 years 262 days

ilmatte Wednesday, 7 February 2024, 09:22 AM

IVR with ASR and AI

Dear Innovaphone friends,

a customer request about a new project is pushing us toward a challenge.

They want to implement an innovative IVR different from the classic one with announcements and DTMF choices.

The goal would be that the customer calling is answered by a sort of "virtual" attendant (something similar to a chatbot) which poses questions in natural language and understands the answers using ASR (automatic speech recognition).

If the IVR knows the answers, they can be given directly to the caller and the call can be ended without human interaction with a real agent. If otherwise, the system cannot manage the request, the call is transfered to a human agent.

Is someone of you aware of some third party integration which can accomplish this task?

Best regards,

Matteo

Registered 286 days 16 hours

FrontStage Thursday, 8 February 2024, 06:27 PM

Re: IVR with ASR and AI

Hi Matteo,

We have a partner integration between Innovaphone and our Contact Centre platform, FrontStage. In addition, we do have specialised FrontStage technology partners with such AI functionalities.

So we are ready to provide you with more details.

Best regards,

Pavel Vrzak
vrzak@frontstage.cc

Registered 13 years 120 days

Peter 627 Friday, 9 February 2024, 08:14 AM in response to ilmatte

Re: IVR with ASR and AI

You can also have a look at the solutions from jtel.

So far, we have not had any bad experiences in joint projects.

https://wiki.innovaphone.com/index.php?title=Howto:Jtel_ACD_-_jtel_GmbH_-_3rd_Party_Product

Best Regards,

Peter

Registered 7 years 341 days

Muschelpuster Friday, 9 February 2024, 08:49 AM in response to ilmatte

Re: IVR with ASR and AI

I think both products are great solutions. But both are very heavy, complex and expensive. As I understand the request a lightweight solution which is easy to implement is needed. Or maybe I only want this to read, because I‘m searching for such solution. I tested a little bit with https://www.vitas.ai , but this is to lightweight and I guess only in German available right now. So maybe there is a solution with a little bit more intelligence but without the overhead of an complete contact center solution.
I think no heavy load truck is requested and also not an small sports car, but an little family car for a effective and inexpensive daily use.

Niels

Registered 286 days 16 hours

FrontStage Saturday, 10 February 2024, 06:57 PM

1 of 1 users consider this post helpful

Re: IVR with ASR and AI

FrontStage is a complex contact centre platform, but we will not need to use the whole CC platform to solve your request. Just use the ProServer component, the native CTI call control server for the Innovaphone system. This will allow us to provide the IVR application (functionality) natively on Innovaphone and not separately. It will also allow us to integrate with specialised AI engines based on your requirements. There is a wide variety of companies, from local startups to Microsoft AI or other global players. So definitely expensive complex solution is not needed. Just choose the suitable CTI component and AI player.

Pavel

Registered 4 years 262 days

ilmatte Tuesday, 27 February 2024, 08:33 AM in response to ilmatte

Re: IVR with ASR and AI

Thank you to everyone who has posted their answers. We are currently evaluating some alternatives. I didn't know some of those cited here, therefore it was interesting to know these new products.

Best regards,

Matteo

Registered 7 years 341 days

Muschelpuster Tuesday, 27 February 2024, 09:11 AM

Re: IVR with ASR and AI

Please let us know the result of your evaluation

Niels

Registered 10 years 174 days

Jean-Francois 1756 Tuesday, 27 February 2024, 09:30 AM in response to ilmatte

Re: IVR with ASR and AI

Hello

Microsoft teams already has something similar, instead of entering the choice dtmf, you quote the name of the person and it rings the extension.

I would therefore also be interested to know what third parties can be integrated into the innovaphone solution to stay up to date with the functionalities offered by competitors.

Have a nice day

Jean-François

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