Unleash the power of phone support

Automatic customer service on telephone channels with Artificial Intelligence

Conversation Management

Call management

Calls are routed according to pre-defined configurations providing a personalized experience and maximizing service efficiency.

Bot-Human-Bot Middleware

Control the flow of the conversation and transfer your customers transparently to a human agent. Return to Bot anytime.

Transparent transfer

Transfer customers to different areas (sales, customer service, technical support, etc.) according to your business’ workflows and rules.

Experience Control

If the user experience is not efficient, a rule system will transfer the conversation to a human agent.

Intention recognition and natural conversation

Real-time transcripts

Voice uses Artificial Intelligence to understand the customer’s intent behind the natural language and delivers a response in the moment.

Multi Language

Attend your customers in English, Portuguese and Spanish.

Natural dialogue understanding

Forget about considering multiple ways of asking, jargon, grammatical errors and other language deformations. Voice understands the intent behind each interaction.

Base of Equivalent Meanings

Voice has the largest proprietary base of different ways of expressing the same meaning, including words and compound concepts. Machine learning technologies make the base evolve with every interaction.

Regionalisms

Voice detects local terms, regionalisms and jargon, identifying the different uses of speech in the same language.

Context and Relevance

Voice prioritizes products and services and detects keywords to give precise answers. It includes categories of relevance: products, services, places, activities, objects, emotions and more.

Long-term Memory

Maintain fluid long-term dialogues thanks to Voice’s retention of relevant information about products, actions and features.

Conditionals

Segment your customers. Voice chooses how to relate to each type of customer, automatically customizing the response. It also adapts to the company’s particular conditions, business units or ways of communication according to each channel.

Automatic evolution of meanings (Machine Learning)

Voice provides complete experiences using our algorithms, dictionaries and meanings database that evolve in real time through Machine Learning.

Prediction of the next question (Machine Learning)

Get ahead! Voice suggests related content when it doesn’t possess the information requested, basing on similar interactions of other customers.

Interested?

Interested?

Knowledge manager

Management tool

Use the Knowledge section to create, edit and delete questions and answers to keep Voice updated and offer the best attention. You do not need technical staff or language specialists.

Tag Manager

Use tags to categorize or segment knowledge and obtain statistics on the most consulted topics.

Content importation

Quickly import content from a spreadsheet, or knowledge base from Zendesk Guide, and genereate new questions and answers automatically.

Answer complements

Pre-recorded audios

New audio answers to personalize the attention.

Related FAQs

Accompany answers with related questions or buttons that help your customers locate all the necessary information.

FAQs in the start window

Guide the search of your clients to provide continuity in requests. Static methodology: FAQ’s referred to a specific topic. Dynamic methodology: FAQ’s vary according to the most consulted topics each week.

Integrations or external forms

Add external forms that interact with external systems or Web Services to offer solutions for each client’s needs.

Reports & Analytics

Detailed report with transcripts

Voice Identifies the questions and answers that were generated, associated with the audio of the conversation.

Sessions / Conversations

Track the performance of your sessions.

Transfers

Number of sessions that were referred to another support channel. Analyze the reason and the group to which it was derived.

Interactions

Number of interactions made during the selected period. Visualize the information in a table format for a better analysis.

Customer Demand

Find out hours and days of greater customer demand.

Dashboard

General performance of conversations that Voice has maintained with your customers in the selected period.

Main Topics / Tag Report

Analyze the behavior of your tags.

Full Chat Report

Access the full history of chats. See the detail of each conversation with channel, condition, type of channel, user data, interactions performed, feedback, label, origin, location, IP and device.

Voice report

Audit the sessions made by this channel.

Customers

Number of unique and recurring customers who interacted with Voice. Access the full list of customers, with all the associated information and sessions.

Trends

Know the most consulted and qualified topics to have an overview of what is going on in a specfic period of time.

Funnel

Identify the effectiveness of the interaction window (Visits, clicks, conversations).

Dashboard

Panel of the main management numbers. Schedule to receive your reports by email.

Filters

All reports allow filtering by periods, channels, conditions, type of channels, tags, feedback, devices, origin, type of transfer, reason for transfer and location.

Downloadable reports

Download all reports in CSV or PNG files. Schedule to receive your reports by email.

Start making your customers happy

Start making your customers happy

Infrastructure & Security

SIP Connection

VoIP communications protocol, simple to set up and economic to design, operate, maintain and update.

Auto escaling

Automatic provisioning of infrastructure in order to immediately increase the quantity of services and guarantee an optimal quality of service.

High availability

Redundant infrastructure with self-escalating capacity.

SLA

SLA 99.9% and public access here: http://sla.aivo.co/

OAUTH 2.0

The administration system uses OAuth 2.0 for resources authentication and availability. For more information read RFC6749: http://tools.ietf.org/html/rfc6749

SSL encryption

We have SSL (Secure Socket Layer): an encryption protocol that ensures secure communication on the platform and in the chat interface.

Audit Logs

Records of total amount of movements made in the administration platform, identifying executors and managers.

Data Encryption

Encrypts sensitive content that the customer enters during the interaction.

Security

Full security on Amazon. We are certified in ISO 27000 and successfully passed SSAE 16 audits. For more information go to: http://aws.amazon.com/security/

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