Use Case: Intelligent AI-Powered IVR and Auto-Attendant

For businesses handling high call volumes, achieving the right balance between effective self-service options and direct access to human support is essential. Traditional IVR systems often frustrate callers with rigid menus and long wait times, leading to poor customer experiences. Occamise’s intelligent, AI-powered IVR solution offers a flexible alternative, allowing businesses to deploy an auto-attendant that uses a combination of DTMF (touch-tone) and speech inputs to navigate options. This approach enables businesses to begin transitioning to self-service models while maintaining human support where it’s most needed, improving efficiency and customer satisfaction.

Solution overview

Occamise empowers businesses to create an intuitive, AI-powered IVR system that intelligently manages calls. By building an auto-attendant, businesses can route customers to either AI-driven self-service solutions or live agents based on their specific needs. With Occamise, businesses can offer services such as appointment scheduling or account inquiries as self-service options while directing other calls to human agents. This hybrid approach optimises call handling, reduces wait times, and provides customers with a seamless experience.

Example IVR Scenarios with Occamise

Basic Auto-Attendant with Self-Service Options

  • Scenario: A business sets up an IVR menu with options like, “If you’re calling to book an appointment, press 1. If you’re calling to make a payment, press 2.” Choosing option 1 would connect the caller to an AI-powered self-service agent built with Occamise, capable of handling the booking autonomously. Option 2 routes the caller directly to the accounts department, where a human staff member can assist with payment.

  • Outcome: This setup empowers customers to quickly access self-service options while retaining human-staffed options, reducing the workload on live agents and providing a seamless caller experience.

Queue Management with Intelligent Self-Service Assistance

  • Scenario: During peak times, callers waiting in a queue are greeted by an Occamise-powered virtual agent that asks what they’re calling about and offers to help where possible. For example, if the caller wants account information, the AI agent can assist immediately. However, if the caller needs more complex support, the call remains in the queue for human assistance.

  • Outcome: By resolving simpler inquiries directly, this system reduces queue times for those requiring human support, enhancing efficiency and customer satisfaction.

Transition to Hybrid AI/Human Service

  • Scenario: As businesses look to adopt AI-driven self-service, hybrid models provide an optimal entry point. By offering AI assistance as part of a traditional call structure, businesses can introduce AI without pushing customers exclusively to digital options, alleviating concerns about AI effectiveness. For example, callers can choose AI-powered assistance while also retaining the option to connect with a human. Such setups introduce customers to AI gradually, building confidence and helping them experience first-hand the ease and reliability of AI support.

  • Outcome: Hybrid human/AI service models foster customer trust and encourage adoption by providing a comfortable mix of support options. As customers experience efficient AI interactions, businesses can gradually transition more services to self-service models, ultimately enhancing customer satisfaction and operational scalability.

Key features and capabilities

Hybrid DTMF and Speech Input Support: Combines touch-tone inputs with speech recognition for flexible IVR navigation.

  1. AI-Powered Self-Service Agents: Handles common requests, such as appointment booking and account inquiries, autonomously.

  2. Intelligent Queue Deflection: Provides self-service options to callers in queues, reducing wait times and optimising resource allocation.

  3. Customisable Menu Options: Tailors IVR menus with both self-service and human-staffed options based on business needs.

  4. Hybrid Model for Customer Confidence: Introduces AI as an option, enabling customers to try self-service without fully abandoning human support.

Expected benefits

  • Reduced wait times by handling simple inquiries through AI-powered self-service

  • Enhanced efficiency in call handling, allowing human agents to focus on complex needs

  • Increased customer satisfaction as customers experience shorter queues and responsive service

  • Gradual transition to self-service that builds customer confidence in AI solutions

  • Cost savings and optimised staffing through automation of routine requests