Conversational IVRConversational IVR

Spoken's Conversational IVR gives call centers the best of both worlds: automated and human.

Spoken's patented Conversational IVR system is different from traditional IVRs. Guided Speech CVR utilizes a unique hybrid model combining the best of both worlds: automated speech recognition with real-time, invisible human intervention for superior accuracy and the smoothest customer experience.

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The Conversational IVR advantage

  • Reduce operational expenses and average handle time
  • Dramatically reduce opt-outs and misroutes
  • watch demo videoNever ask a question twice
  • Integrate seamlessly with back end

A patented hybrid solution

Spoken's solution blends the best of both worlds: an open-ended CVR that asks, "How may I help you?" without forcing choices on the caller, combined with real-time human assistance in the form of invisible human Silent Guides that keep the callers in the call flow, on track, in real time.

How does human intervention work?

When the automated speech recognition engine (ASR) gives a caller utterance a low confidence score, instead of repeating the question, Spoken's Guided Speech CVR flags the utterance for an invisible Guide to correct while smoothly and simultaneously sending the caller on to the next question.