aI Enabled IVR Self-Service
Provide the Self-Service Experience Many Customers Prefer
Converge IT® IVR
Altigen’s IVR is available through Fiserv, a global leader in financial services technology. Fiserv hosts the IVR service under the ConvergeIT® IVR brand in its secure data centers, and offers integrations to Fiserv core account processors, ConvergeIT PBX, Contact Center and CRM applications.
While “Touch Tone” IVRs have been available to banking customers for years, significant advancements in Artificial Intelligence, Speech Recognition, Text to Speech and Caller Authentication are redefining the IVR. A secure, conversational experience is now possible.
We believe that in time the AI enabled IVR will become the preferred option for most customers or members use when contacting their bank or credit union. Available 24×7, customers can check balances or direct a secure transaction as easily as saying, “Call my bank”.
Artificial Intelligence
ConvergeIT® IVR uses Microsoft AI technology to understand and respond to questions such as “What are your hours?”, or “How do I apply for a loan?”. It can also handle requests such as “How much do I have in my savings account?”, or “I need to transfer money.” The advanced AI capability enables the IVR to understand the intent of the caller, not just respond with canned phrases.
An easy to use, conversational self-service experience encourages customers and members to check balances and handle transactions through the IVR. This frees up expensive agent resources to focus on new business and more complex transactions.
Speech Recognition and Text-to-Speech
ConvergeIT® IVR utilizes Microsoft as well for both Speech Recognition and Text to Speech. If an IVR can understand a caller, IVR usage will suffer. Microsoft speech recognition is extremely accurate and continually improving as it learns from interacting with millions of users.
Text to Speech incorporates AI capability, so it not only provides a natural sounding voice response but does so in context of the full sentence. This eliminates the stilted, robotic responses of older IVR systems. ConvergeIT® IVR leverages the latest advancements in secure AI and speech services from Microsoft to ensure the best possible customer experience.
Secure SIP Authentication and Fraud Prevention
Phone fraud is a serious challenge for banks and credit unions. Agents in the contact center risk being manipulated into providing information that may be used to access a customer account. To combat this costly issue, ConvergeIT® IVR offers two advanced security options.
The first is TrustID Authentication. While the incoming call is ringing, real-time network forensics are conducted on the carrier call data. A call is tagged as High, Normal or Low Trust depending on the data points confirmed.
The second is Voice Biometrics. After logging into the IVR, calls that received a High Trust status have the option to record a short phrase using their voice. The next time they call the IVR from the same phone, they can be automatically authenticated just by speaking the phrase.
TrustID + Biometrics provides advanced security and makes it easy for your customers to access and use the IVR.
Contact Center Integration
There are many benefits when using ConvergeIT® IVR and ConvergeIT® Contact Center together:
- Incoming calls can be routed to the IVR for pre-authentication.
- Calls transferred from the IVR can screen pop the account record as the agent receives the call.
- Agents see both the TrustID and Biometrics authentication call status in the agent application.
- Integrations have already been built.
Provide your customers and members with a great self-service experience. Enable your agents to focus on providing great service by eliminating the manual authentication process.
