iQor announces its new VA system
Business Process Outsourcing (BPO) firm iQor has merged its digital agents, text, and voice services to design an intelligent virtual assistant (VA) for customers who need immediate and efficient customer service 24/7.
The company’s automated assistance helps give a self-service solution for drivers who need support in stressful situations that require speed, accuracy, and empathy.
With the help of the AWS Connect platform, iQor’s technology team was able to develop integrations in the interactive voice response (IVR) system to reduce hold times and quickly solve customer needs through the client’s channel of choice.
In a statement, iQor Chief Digital Officer Prabhjot (PJ) Singh said that this new software will search for the “best ways to positively impact the customer experience while strategically reducing our clients’ overall cost of service.”
iQor’s new VA system has already increased the number of digitally automated calls by ~38%. It improved the customer experience by solving ~50% of interactions without calling for a live agent.
