How do chatbots work and what is the technology behind them?
Chatbots use AI and machine learning to understand human words, or a human conversation, and use pre-build solution flows that help to give a ...
conversational IVR
Aside from sentiment analysis, algorithms can train chatbots to detect anomalies or fraud, recognize speech and voice patterns ( <anchor>conversational IVR</anchor>), and predict additional queries, which can be helpful in FAQs. Pattern matching, or learning from past conversations, allows chatbots to look for a related pattern that matches a customer’s behavior. Compare this with human agents who can remember only a limited number of conversations. By analyzing past and real-time data, chatbots and other AI systems learn through experience rather than active coding/programming.
Conversational IVR - AI that understands customers speech
# Conversational IVR  AI-powered issue resolution platform

Reduce long customer waiting time with AI that talks to your customers and resolves issues without agents

95%

Topic Classification Accuracy

20+

Languages can be used

30+

Questions can be automated

conversational IVR dialogue example

95%

Topic Classification Accuracy

20+

Languages can be used

30+

Questions can be automated

Trusted by governments, leading telecoms and banks

cleveronelisaveonestonian governmentundpgosiintel

## Eliminate customer’s long waiting time

On average, customers wait more than 2.4 minutes on the line until they are connected to a customer support agent. Long waiting time increases the rate of abandoned calls, frustrates customers, and actually costs companies around 2% of potential extra sales as some of the abandoned calls are connected to sales opportunities.

Conversational IVR by MindTitan is an AI solution that automates your call center and enhances representatives to serve inbound contacts more effectively. It uses enhanced speech recognition models and natural language processing to understand your customers during the phone calls.

- Prioritizes urgent cases

- Detects sales opportunities

- Automatically resolves issues

### How it works

How it works

- Instead of listening to a bunch of options in an IVR and pushing buttons when calling customer service, Conversational IVR simply asks the person “How can I help you?”.
- The customer describes the problem in their own words and the AI forwards the call to the appropriate specialist or resolves its issue on its own without any human aid.

conversational ivr chat example

### Resolve customer requests without human intervention

- Resolve more than 20% of inquiries without human aid
- Maximize first contact resolution
- Personalize the customer experience
- Answer automated questions and redirect others
- Let your customer support team focus on solving more complex requests

conversational IVR churn dialogue

### Prevent churn and find new sales opportunities

- Forward interested customers to agents for the final sales proposal before they abandon the call
- Route churning customers to agents
- Detect an upsell opportunity when it occurs

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### Onboard your agents faster

- AI routes questions to the right team eliminating the need for the agents to know everything
- Conversational IVR helps your agents to concentrate only on important issues where human is needed
- Solution flow management allows your agents to follow the dialogues, and give correct answers
- API and RPA integration allows agents to make a background check within seconds

## Testimonials

Testimonials

telecom

elisa

“MindTitan has been Elisa’s partner in developing several AI-powered solutions. What we value most about MindTitan is their enthusiasm about bringing maximum business value for Elisa by using the full potential of our data. From consultation to the presentation of a completed solution, the team always delivers on promises.”

Mailiis Ploomann, Elisa Eesti

##### Mailiis Ploomann

Head of telecom services, Elisa

artificial intelligence for government

republic of estonia government

“MindTitan is involved in shaping the long-term strategy for Estonia, giving an expert opinion about AI capabilities and possibilities for multiple public sector organizations and being a partner for developing the defined AI use cases.”

marten

##### Marten Kaevats

National Digital Advisor

## Conversational IVR Features

Conversational IVR Features

### Coordinating Component

This component interfaces with call center software. It behaves as an ordinary software phone and communicates with the call center software over the SIP protocol.

As this is the component that handles the call sessions, it also coordinates everything that happens during the call, such as routing the sound to the ASR component, sending the text to the classifier and playing prompts and responses, forwarding calls, requesting information from the client’s systems, and performing other actions as required.

### AI Component

The AI component consists of speech-to-text and intent classifier. The speech-to-text system is a real-time speech recognition system that converts sound to text.

The classifier deals with intent classification – using the voice and text it helps to understand why the customer called so that we would know what needs to be done with the specific call. The identified intent is returned to the coordinated component which handles the call according to the defined business logic.

ai component

### AI training interface

Very simple and intuitive interface to train the AI to understand clients’ questions. Conversational IVR by MindTitan allows automation of dozens of questions for more than 30+ languages.

ai labeling

### Solutions Flows

Solution flows are the knowledge base for solving a customer contact. These enable defining what needs to be done with every intent. Every solution flow has a business owner who is responsible for creating, improving, and maintaining it.

Solution flows allow backend API and RPA integrations.

solution flow example

### Contact Center Analytics

Full transparency of metrics is a way to achieve the efficiency of the Conversational IVR and to highlight the main contact center metrics.

analytics

### Quality Assessment Component

AI tool makes an automatic transcription of the calls thus allowing you to detect mistakes and perform a proper quality check.

It will help you understand the actual questions your customers ask, what level of FCR has been reached and assess the performance of your team.

quality assesment tool

AI based IVR

Replace the slow and inaccurate keypad based IVR with an AI based IVR. Customers simply describe their problem and get forwarded to the correct agent

Voicemail ticketing

Transcribe the problem of the customer calling and forward it to a ticketing system to be handled when an agent is ready

Agent assist tool

Live transcriptions from the ongoing call and chatbot aided guidance for your customer support agents

Automatic speech recognition

The proprietary callbot speech to text algorithms are the cornerstone of the Conversational IVR technologies.

Speech synthesis

Deliver custom answers to clients with the callbot’s text to speech capabilities.

Сall centre integration

Integrate seamlessly with any SIP or IP phone-based call centre

Automated calls

Fully automate simpler calls, such as queries to customer specific questions, frequently asked questions or live feedback from the monitoring team in case of emergencies

Call analytics

Monitor key trends either from the customer (e.g. overview of contact reasons) or the customer support side (e.g. if a specific product is being upselled by specific agents)

Call prioritization

Conversational IVR can recognize topics by priority and route them accordingly

Sales opportunity detection

Pick up on the intent of buying or clues about it from calls and direct these contacts to a hot leads list

Technical failures monitoring

Live overview of where and what kind of failures are happening along with anomaly detection to instantly find out about system-wide issues, which sometimes do not show up in other monitoring systems

RPA integrations

Call RPA scripts and modules from within the no-code dialogue builder. Integrate either UiPath or any other RPA engine.

Backend integrations

Call any of your custom APIs from within the chatbot dialogues.

GDPR compliant

Full GDPR compliance for customer service automation under EU regulations

Multilingual

The Callbot is language agnostic and can support 30+ languages

Scalable

The Callbot is horizontally scalable to suit all your scale needs.

CRM integrations

Any existing or custom built CRM integration

Cloud / on-prem

SaaS based hosting or on-premise

SMS forward to chat

The callbot can recognize the calls where a chatbot could help and will forward the customer there for full contact automation. The previous dialogue will already be there and the customer does not have to repeat themselves.

Customer success team

Dedicated customer support officer to streamline your implementation process-

## Our Offices

Our Offices

### Our Offices

We’re headquartered in Tallinn, Estonia and our North American office is in Portland, Oregon. Both cities have bustling technology industries, and Estonia is known for being the “Silicon Valley of Europe.”

world map

Portland, Oregon, USA

CENTRL Office  1355 NW Everett St Portland, OR 97209, USA

Tallinn, Estonia (HQ)

Volta 1, Tallinn, Estonia, 4th floor.  10411 Tallinn, Estonia

Portland, Oregon, USA

CENTRL Office  1355 NW Everett St Portland, OR 97209, USA

Tallinn, Estonia (HQ)

Volta 1, Tallinn, Estonia, 4th floor.  10411 Tallinn, Estonia

### Ready to automate your call center with Conversational IVR?

Send us a quotation request and we will respond within 24 hours.

- Eliminate long customer waiting time

- Improve customer experience

- Detect sales opportunities or prioritize tasks

- MindTitan OÜ

- +372 5668 8239

- Volta 1, Tallinn, Estonia

- VAT:EE101994882

Our mission is to solve business problems around the globe for public and private organizations using AI and machine learning. We develop tailored solutions for our customers or offer them existing tools from our suite of developed products.

Are you looking around to learn how AI could benefit your business? Let’s talk.

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