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SESTEK has a patented technology called Seamless Agent, which is used to manage these kinds of concerns from the very first day. Seamless Agent uses real human agents to Speech Enabled IVR cope with customer statements that are difficult for the system to match. When these types of low-confidence value recordings are detected, they go directly to the Seamless Agent screen. The human agent listens to, corrects, or verifies the decision and sends it to the IVR within seconds.

This application is designed to be used for a very short period of time, until we are fairly confident about a project. Most customers use it for a couple of months by putting two or three real agents behind the Seamless Agent screen and then stop altogether after experiencing the success of the system for themselves.

Related Products: Conversational IVR 1 (NLP+SR)