Intelligent voice responses – IVR 2.0 – AI-Powered Arabic IVR Solution for Middle East Market

In a significant leap forward for customer service technology in the Middle East, NAM InfoCom has announced the development of an advanced Arabic Interactive Voice Response (IVR) solution – IVR 2.0. This innovative solution, powered by the cutting-edge AI platform from @E42.ai, is set to transform the landscape of customer interactions across the region.

Revolutionizing Customer Service with AI

NAM InfoCom, a global leader in IT solutions, developed a new Arabic IVR solution is a testament to their commitment to innovation and excellence. By utilizing the sophisticated AI capabilities of @E42.ai, NAM InfoCom aims to provide businesses with a tool that can handle customer inquiries more efficiently and effectively than ever before.

“Customer service is a critical component of business success, especially in the Middle East where the market is rapidly growing and evolving,” said Vinay Mahajan, CEO of NAM InfoCom. “Our new AI-powered Arabic IVR 2.0 solution is designed to meet the specific needs of this region, providing businesses with the ability to offer high-quality, round-the-clock customer support.”

Challenge: A global leader in voice-supported back-end services faced a surge in call loads, straining manpower resources and impacting profitability.

Solution: To address this challenge, the company implemented voice-based intelligent voice responses to automate call handling but encountered limitations in cognitive capabilities and reduced customersatisfaction scores.

Innovative Technology: The company sought a solution that could provide human-like responses. They integrated a Cognitive AI platform into their Response system, enabling it to:

 Accept voice packets from to intelligent voice responses
 Recognize customer queries and validate customer identity
 Generate responses based on the customer’s limited knowledge pool
 Guide the user through an interactive voice-controlled call experience
 Confirm resolution and probe for further issues

Results: By integrating Cognitive AI into their IVR system, the company achieved remarkable results:

 Caller wait time reduced to under 3 seconds
 Improved customer experience and satisfaction
 Increased operational efficiency and reduced manpower costs

More about the benefits –

Enhanced Self- Service: With natural language understanding, customers can interact more conversationally, finding the information they need easily without navigating complex menus.

Personalized Support: AI analyzes customer data for tailored support. It can recognize customers by their phone numbers, greet them by name, and use past interactions to provide customized responses.

Improved Resolution Rates: Leveraging machine learning, our IVR system learns from past interactions to efficiently resolve common problems.

24/7 Availability: Our solution offers round-the-clock customer support, ensuring no time zone barriers hinder your business.

Reduced Costs: Automating complex tasks like scheduling appointments or taking payments significantly reduces operational costs.

Reduced Wait Time: Swift resolution of inquiries leads to a shorter wait time for customers.

Improving First Call Resolution: Increase the likelihood of resolving issues on the first call with accurateand helpful information.

Addressing the Unique Needs of the Middle East Market

The Middle East presents unique challenges and opportunities for customer service. With a diverse and multilingual population, businesses often struggle to provide consistent and effective support. NAM InfoCom’s AI-powered Arabic IVR 2.0 solution addresses these challenges by offering a system that is not only capable of understanding and speaking Arabic but is also adaptable to the cultural nuances and expectations of customers in the region.

“Our goal is to empower businesses in the Middle East to enhance their customer service operations,” said Animesh Samuel, CEO of @E42.ai. “By combining our AI expertise with NAM InfoCom’s deep understanding of the local market, we have developed a solution that truly meets the needs of Arabic-speaking customers and can be made available to any language needs across geographies.”

Conclusion: The integration of a Cognitive AI platform into the company’s IVR system, transformed their call center operations. By leveraging the power of AI, they are able to deliver exceptional customer experiences while streamlining their processes and significantly improving their profitability.

For more information about the AI-powered Arabic IVR 2.0 solution and how it can benefit your business, please visit www.nam-it.com

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