AakashTel Launches AI-Powered IVR System to Streamline Customer Service Calls

To reduce the hassle of waiting in queues and frequent call transfers when calling various offices, banks, and hospitals, 'AakashTel' has launched an AI-Powered IVR (Interactive Voice Response) system. AakashTel, a digital communication solutions provider, introduced this technology with the aim of improving the quality of customer service.

This system helps direct callers to the relevant department or employee directly by providing necessary information and options through an automated voice. The company stated that this resolves issues like unnecessary call transfers, busy lines, and the need to repeat the same information, making the organization's service system appear more organized and professional.

What are the features?
AakashTel's IVR system includes features such as Multi-Level IVR, natural-sounding voice based on AI-TTS (AI-Text-to-Speech), and the facility for organizations to record and use their own welcome messages. Additionally, it includes features like smart call routing, call recording, real-time call reports, voicemail to email, 24/7 automated response, and integration with CRM software.

According to Rajan Koirala, Vice President of the company, this system makes it easier to manage hundreds of daily incoming calls. He said, "When hundreds of calls come to a single number in many organizations, it is not possible to answer them all, but the IVR automatically routes the call to the correct place and automatically answers simple questions, helping employees focus on other important tasks."

Since this system operates 24 hours a day, calls received outside office hours can also receive necessary information, which Koirala claims will increase customer satisfaction.

Which sectors are suitable for this?

Currently, its use is rapidly increasing in banks and financial institutions, hospitals, educational institutions, helpline services, corporate offices, e-commerce companies, and government agencies in Nepal. This system has proven very effective in hospitals for obtaining appointment and report information, and in banks for account and card-related inquiries.

Along with IVR, AakashTel also provides digital services such as Bulk SMS, Voice Broadcasting, WhatsApp Business Solution, and Smart AI Chatbot from a single platform. The company expects more organizations to be attracted to this technology in the coming days with the goal of making the service system reliable and secure through the use of digital technology.