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Designing The Abstract: Part 2

Challenge:

Designing intelligent IVR systems that combined every-day conversation with precise logic to handle interactions dynamically

Result:

Built a brand new NLU model from scratch, capturing all of the necessary elements of our customer's brand and services

Vertical(s):

Telecommunications
Financial services
Healthcare
Energy/Utilities

Localization:

English
French
Spanish

Toolkit:

In-house platforms (NAS , Nuance Mix)
Microsoft Office Suite (Visio, Word, Excel)

"Legacy IVRs were static and inflexible, and we're unable to understand natural language, especially when it came down to mapping user intents efficiently.

To that end, I went ahead and built, mentored, and guided the creation of a detailed NLU model—mapping intents, confidence scores, prompts, routing, and rules—so that the IVR could handle diverse tasks, manage exceptions, and support more complex interactions seamlessly."

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