The rise of the pandemic in early 2020 brought with it a number of challenges, especially for community financial institutions. Agents needed a way to continue to serve consumers completely virtually, almost overnight.
And while a lot has changed since the beginning of 2020, for call centers, one thing has stayed the same: a dramatic increase in call volume. With the additional challenges of tight labor markets and pressure to offer more digital services for consumers, community financial institutions are craving a suitable solution for their call center department.
Enter: Artificial Intelligence
An Intelligent Virtual Agent (IVA) is a solution that can offer 24/7 support and segment a large amount of call volume off of human agents, all while giving intelligent insights. This IVA lives on top of your communications channels like voice, in an app, or chat, and is able to take in and segment all incoming calls.
Think of it as the first line of defense for an influx of high call volume. With an IVA sitting in front of your contact center, it can take care of around 40-50% of typical inquiries coming in from your consumers. Checking account balances, hours of operation, submitting payments, and more are possible with over 500 pre-built, customizable intents. And for the inquiries it can’t solve, our IVA harnesses the power of dynamic routing to connect your consumer to the proper human agent seamlessly.
Watch our full-on-demand webinar below to learn more about why AI is integral for your contact center. You’ll discover:
- Ways to increase consumer satisfaction through automated self-service solutions
- The benefits of empowering your agents with AI to improve efficiencies and manage staffing challenges
- How to seamlessly integrate solutions without having to replace your current voice technology