AI IVR
Expertise AI IVR brings conversational intelligence to inbound call handling, 24/7. It identifies customer intent, automates routine service requests and connects callers to the appropriate team with the context needed to continue the conversation.
What is AI IVR?
Traditional IVR relies on rigid menus and predefined paths. AI IVR brings conversational intelligence to your contact centre, understanding customer intent, resolving routine requests and connecting callers to the right expertise.
| Traditional IVR | With Expertise AI IVR |
|---|---|
| Callers listen to long menus and guess which option fits their problem. | Callers explain what they need in their own words. Expertise understands the request and starts helping. |
| Even simple requests end up in a queue, waiting for someone to help. | Routine requests get handled during the call, from answering a billing question to rescheduling an appointment. |
| A second question means another menu, another transfer or another call. | Customers can bring up more than one request. Expertise follows the conversation and keeps track of what’s already been covered. |
| A transfer means explaining the problem all over again. | When a person is needed, Expertise passes along the conversation and details already collected, so the employee can pick up where it left off. |
| Getting help in another language means finding a different queue or team. | Customers get help in their preferred language, using the same company knowledge and service processes. |
Features
Understand the purpose of each call in natural language, including several requests at once, and guide callers to the right workflow without a menu.
“Hi, my internet's been dropping all week and I also want to know if there's a cheaper plan.”
Connect conversations to your CRM, helpdesk and back-office systems. Retrieve account details, update records, manage appointments and send confirmations during the call.
Match verification to the sensitivity of each request. Callers pass the required checks before account details are shared or changes are made.
Route calls by intent, priority and your own rules. Agents receive the conversation details and completed actions, so customers never have to repeat themselves.
Serve callers in natural voice conversations across 175+ languages. Responsive turn-taking and voice or keypad input deliver the same experience in every language.
“Bonjour, je voudrais déplacer mon rendez-vous de jeudi.”
Use transcripts, summaries and outcomes to understand demand across your contact centre. Spot recurring inquiries, escalation patterns and gaps in automated resolution to refine your workflows.
“Can I pause my plan while I travel?” · 41 calls this week
Add an answer and it's live on the next callPlatform
Every call answered at 3am, on holidays and during outages.
Thousands of calls at once, so nobody waits in a hold queue.
Grounded in your help centre, policies and documents, with guardrails on what it says.
Callers can press keys for account numbers, PINs and quick choices.
Change flows, prompts and answers without an IT ticket or new recordings.
Schedule callbacks, send reminders and make proactive calls.
Send links, codes, confirmations and summaries by SMS while you talk.
Connect any system with open APIs, webhooks and custom actions.
Use cases
Every industry handles calls differently, and Expertise AI IVR adapts to each one, automating phone support that stays fast and reliable at any volume. Replace legacy phone menus with natural, human-sounding conversations built around the way your business works.
Claims intake, policy changes and quotes, captured and sent to your systems.
Balance checks, card freezes and application status, with callers verified first.
Order status, returns and store questions, with buying questions sent to sales.
Order status, quotes and warranty claims, routed to the right team.
Bookings, changes and flight status in any language, even during disruptions.
Shipment status, delivery changes and proof of delivery, with updates by text.
Outage reports, service moves and billing questions, answered 24/7.
Plan questions, line checks and technician visits, without phone menus.
How it works
Our forward-deployed engineers work alongside your team through integration, testing, launch and ongoing optimization.
Integrations
Expertise works with the systems you already have, from Twilio, Genesys, Five9, NICE and Amazon Connect to SIP, PSTN and WebRTC providers, CRMs, helpdesks and calendars. AI IVR looks up accounts, updates records and routes calls in real time, so you can replace your IVR without a costly migration.
Utilities
Control what AI IVR can access, what it can do on a call, and when a person needs to step in.
SOC 2 Type II and SOC 3 audited annually, with HIPAA, GDPR and CCPA compliance. PCI DSS compliance available upon request.
Personal and payment details are redacted from transcripts and recordings, and encrypted in transit and at rest.
Answers come from the policies, help articles and procedures you load. Nothing else.
Callers pass the identity checks you set before account details are shared or records are updated.
Every call, lookup and system update is logged for QA and compliance review.
Callers know they’re speaking with AI and can reach your team at any point, with the conversation passed along.
Dedicated hosting with data residency in Canada, the US or Europe, and your choice of model.
Single sign-on and role-based access, so only the right staff can change how AI IVR works.
Get a call from our AI IVR in under a minute, or book a demo built around your own call reasons.
