self-service Archives |

Understanding Intent

Customers contact an enterprise to accomplish something – change a reservation, get order status, pay a bill, etc. Although every caller is unique, most of their goals can be grouped into well-defined categories. The term for these categories is “intent.”

What’s Your AI Roadmap?

iniadmin

The pace of technological change sometimes feels breathtaking and relentless. Contact centers are undergoing a massive transformation thanks to the introduction of Conversational Artificial Intelligence (CAI) and Large Language Model (LLM) generative AI software like ChatGPT and OpenAI. Organizations are

Interactive Northwest, Inc. Releases Interactive Speech Attendant™ 2.0

maria-simonton

The next-generation version adds configurable IVR menus to its powerful directory-enabled speech attendant Tualatin, OR United States – December 7, 2021 – Contact center solutions developer Interactive Northwest, Inc. (INI) has released a new feature-rich version of its flagship Interactive Speech

Visual Forms with INI FormStudio™ Simplify Self-Service Response Collection

maria-simonton

Interactive Northwest, Inc. Application Supports Leading Transcription Engines and Speech-to-Text TUALATIN, Ore.— Contact center solutions developer Interactive Northwest, Inc. (INI) has released INI FormStudio™, an Interactive Voice Response (IVR) survey and response collection application that supports voice and visual interfaces and

You Asked…We Answered: Reporting

maria-simonton

by INI Staff Deploying a top-notch Avaya Aura® Experience Portal (AAEP) Interactive Voice Response (IVR) environment, and enriching it with INI applications, effectively improves your customer experience and helps your organization to function more smoothly. This is something that you

Outbound Reminders Lessen No-Shows for RWJBarnabas Health

maria-simonton

Large organizations with a lot of operational and logistical pieces can find it difficult to deliver consistent customer contact experiences due to their unique specialties and contact needs. Such was the case with Robert Wood Johnson Health System –now RWJBarnabas

How DriveTime Improved ROI through Intelligent Call Routing

maria-simonton

Headquartered in Phoenix, Arizona, DriveTime operates more than 140 auto dealerships across the country and relies on effective inbound call routing to properly conduct business at their headquarters facility. Without a proper IVR in place, DriveTime struggled. Many callers reached

Callback Solution is a Winner for Large Healthcare System

maria-simonton

Like many healthcare systems, this West Coast-based healthcare provider needed a comprehensive solution that would help manage call volumes in their busy call centers. With 34 acute care hospitals, 600 physician clinics and 1.5M health plan members, the need for assistance

ATS Drives Down Costs in the Contact Center

maria-simonton

Headquartered in Mesa, Arizona, ATS provides traffic solutions designed to enhance safety and convenience on US roadways. The contact center primarily handles status inquiries and payment transactions for traffic citations and toll-related fees. When ATS began researching options to maximize