IVY Virtual Assistant – Smart support for your staff

Our conversational AI has been developed to provide long-term relief for staff in doctors’ surgeries, call centres, control centres and service centres. By automating recurring enquiries and processes, teams gain valuable time to focus on complex issues, critical incidents and providing personalised support to customers.

Flexible dialogue control for individual requirements
Thanks to customisable conversation flows, the AI can be optimally tailored to different areas of application:

Immediate answering of incoming calls with no waiting times.
Automatic detection and handling of silent calls.
Intelligent call forwarding to the relevant person, extension or an operator.
Reliable identification and handling of standard calls and emergency calls.
Automated answers to frequently asked questions, for example regarding parking facilities, traffic information or smart city services.

Flexible dialogue control for individual requirements
Thanks to customisable conversation flows, the AI can be optimally tailored to different areas of application:

Customisable dialogue options and responses.
Personalised welcome and closing messages.
Standardised and emergency-specific forwarding messages.
Flexible folder structures and areas of application for easy management and expansion.
Natural, human-like conversation in multiple languages.

Transparency through comprehensive data insights
The integrated analytics and reporting functions provide valuable insights to help you optimise your service processes:

Instant access to call history and call transcripts.
Audio playback for quality control and call review.
Powerful business intelligence dashboard with comprehensive statistics and filtering options.
Analyses of the most common enquiries (intents), call completion rates, call duration and drop-out rates.
Full export of all call data and reports in Excel format.

Advanced features for modern communication solutions

Ivy Captions for the automatic conversion of speech to text during conversations with the Ivy Virtual Assistant on Symphony Cloud devices.
Seamless integration into existing communication and service processes.
A scalable solution for organisations of all sizes.

The result: shorter waiting times, better availability, more efficient processes and a noticeable reduction in the workload on your staff – whilst at the same time improving the service provided to callers.