IVR

 Smart Action Company, a subsidiary of an Adaptive AI, has launched of SmartActionT IVR System, according to the company.

 

Interactive voice response (IVR) detects speech and keyword inputs from callers, and responds with appropriate answers. They also route calls they can't handle to human agents. Typically IVR systems lower costs by reducing the need for human agents.

 

However, IVR systems have got limitations as they can only recognize a few keywords at a time, such as say yes or no or say balance, deposits or withdrawals. According to Smart Action, this limitation of IVR systems raises questions about their purpose. 

 

The SmartActionT IVR System delivers the best possible results for IVR applications by automating sophisticated interactions that simply can't be handled by other IVR systems, the company claims.

 

Smart Action’s IVR technology is supported by the linguistic and cognitive intelligence of its LiveAGIT Brain. Under development since 2001, the Brain can have natural-language spoken conversations, ask open-ended natural language questions like what can we do for you today?, understand callers' free-form answers, and take it from there, the company said.

 

Smart Action also provides setup and maintenance process to take care of all necessary programming and testing, both initially and subsequently to keep it up to date with changes in its users' business. Its intrinsic high intelligence makes the process relatively simple and straightforward, avoiding the lengthy, expensive procedures typical of other speech-enabled IVR systems, Smart Action said.

 

“We chose to start commercializing our artificial general intelligence, cognition and linguistics technologies in the IVR market because it's ripe for major improvements in quality and performance,” said Richard Koffler, chief executive officer, Smart Action, in a statement.

 

“Other products deliver relatively tiny advances in performance because they all use the same relatively simplistic underlying technologies and methods,” Koffler added. “Our superior approach will let us become very successful quickly in this multi-billion technology market that caters to the enormous global market for call centers.”

 

SmartActionT IVR System demonstrated the commercial applications of the far-reaching advances in artificial general intelligence, according to Peter Voss, the company's chairman, founder and chief science and technology officer. Smart Action plans many future innovations in IVR that significantly improve the interaction between humans and computers in business systems, entertainment experiences, and consumer products, he added.