Call center automation

Multilingual support

Multilingual support

  • Vernacular Speech Recognition supports 10 Indian languages
  • Trained over 0.1M hours of speech data from a diverse range of speakers covering 100+ dialects, provides superior speech recognition accuracy
  • Understands code-mixed language, for example, Hindi and English mixed, Hinglish

Natural conversations

VIVA uses a conversation design framework crafted especially for Indian users to engage with them.

  • Informative, truthful, relevant, and clear human-like conversations.
  • Increases customer retention
  • Reduces Average Call Handling Time (AHT)
Natural conversations
Personalization

Personalization

  • Dynamically generates custom conversations with customers, thus building loyalty and a higher customer satisfaction score (CSAT)
  • Easy Integration with relevant backend systems such as Core Banking System (CBS) for Banks, Centralised Reservation System (CRS) for Restaurants, and Lead Management System (LMS) etc

Agent assist technology

Improve your contact centre efficiency and handle more call volume using the same agent workforce.

  • Continuously monitors the agent conversations and analyzes conversational patterns from historical data for a specific user persona in a given condition
  • Suggests the best possible action to agents without them having to manually go through internal playbooks
Agent assist technology
Increase First Call Resolution with Skill-based routing

Increase First Call Resolution with Skill-based routing

  • Skill-based routing assigns an appropriate support agent when needed, as per priority request or on some custom logic
  • Allows you to create internal rule-set as per agent skills
  • Suggests new skills for an agent using historical interactions and performance

Conversation analytics

Why listen and audit only a subset of calls? Conversation analytics powered by VIVA enables:

  • An audit of 100% calls by understanding factors like the pace of conversation, sentiments of the parties involved, and interruptions by each of the members
  • Suggests actionable insights with a 360-degree view on customer interactions
Conversation analytics
Enterprise-ready

Enterprise-ready

  • Ensure military-grade security for user data with industry-wide compliance support
  • Audit logging and Role-Based Access Control (RBAC)
  • Superior support at par with the Service Level Agreement (SLA)

Integrations

We also support multiple deployment options, integrate easily with backend systems and are compatible with major telephony systems.

Multilingual support
  • Easy deployment in multiple environments
  • Compatible with telephony systems
  • Seamless integration with existing enterprise systems

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