When customers are calling in, Orion converts in real-time all speech to text and will determine the type of request. IVR (Interactive Voice Response) menus can be made more flexible this way allowing customers to express their request in their own words. The call is then interpreted, analysed, categorised and routed to a staff member. Orion supports that person by presenting in real-time the transcribed call while offering knowledge-based articles and answer templates.
Your customers can phrase their requests in their own words, increasing customer satisfaction.
Staff members receive in-call assistance from Orion, which decreases the urge of intensive trainings.
By Orion’s in-call assistance, the average handling time of your calls decreases drastically.
Each conversation is completely transcripted by Orion, generating insights in what is being said by customers.
Since Orion monitors ongoing conversations real-time, it can when there are sudden peaks in calls around certain topics. Orion alerts your staff members to take action and can install a message in the IVR menu deflecting such requests.
We would like to hear what you think. If you have questions that remain unanswered or want to see a demo, don’t hesitate to ask.