In this episode of The Voice of Customer Experience, Gerry Brown is joined by Dion Millson, CEO of Elerian AI, whose innovative technology is helping companies automate telephone calls, using Intelligent Voice Agents (IVA) to deliver a natural, human-like interactions and a consistently great caller experience.
We’ll explore the differences between basic, generalist chatbots, and pre-trained IVAs designed specifically for contact centres, that can be easily deployed without need for expensive, time-consuming engineering.
Dion takes us on a journey to look at some of the best inbound and outbound IVA use cases that deliver tangible ROI’s, explore the implementation process and how best to get started with an IVA.
We’ll discuss how the analytics and data captured by an IVA can positively influence the experience for both customers and colleagues, where generative AI fits into the story and have a look at the future of IVAs in the contact centre and beyond.