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Broadvoice AI Opens Door to Smart Automated Transactions for Smaller Call Centers

By Tracey E. Schelmetic January 25, 2024

Artificial intelligence (AI) is transforming the contact center industry, but many small and mid-size companies remain intimidated by the prospect of implementing the technology into their operations. This can cut them off from the many benefits they could gain with AI-driven solutions, such as simpler transactions that can be completed without the need for a human agent by smart, AI-based automated agents.

Omnichannel contact center platform and UC provider Broadvoice, which offers managed service solutions to small and mid-market enterprises and BPOs, has announced the release of its new AI-driven workflow builder, Broadvoice AI. The new solution uses intelligent virtual agents (IVA) and advanced interactive voice response (IVR) capabilities as next-generation tools to improve the customer experience and boost operational efficiency and productivity.

Broadvoice AI is simple to deploy and use and has an immediate impact on agents and operations, according to the company, making it appealing to smaller call center operations that do not have deep budgets for larger AI-based solutions.

“Instead of wasting valuable time on repetitive calls and queries, agents can now address more complex issues, resulting in a better overall customer experience and immediate ROI,” noted Broadvoice Chief Product Officer George Mitsopoulos in a statement.

Broadvoice AI goes beyond traditional, prompt-based self-service menus to allow open-ended inquiries that address customer needs in real-time. Workflows intelligently automate responses, complete tasks and trigger subsequent actions, like sending a text from an IVR interaction, without involving a live agent. Customers using Broadvoice AI experienced an 80% success in voice bot efficiency and a 42% reduction in time using IVR navigation.

"Now our clients can verbalize their needs and an AI system processes the request and transfers it to a team that is best equipped to deal with the request," said María José Baena, Customer Service Manager at Tinsa, a Broadvoice AI customer.

Edited by Alex Passett
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