📞 Smarter Calling & Scheduling
- Voice Agent Takeover Enhancements – Expanded AI phone agent handling for inbound and outbound calls, reducing human transfer rates and improving resolution times.
- Dynamic IVR Support – AI agents can now manage multi-level IVR menus, routing calls based on natural language input.
🎯 Better Data, Better AI
- Real-Time Sentiment Tracking – AI now detects caller sentiment mid-conversation, allowing adaptive tone and escalation handling.
- Enhanced Call Summaries – AI-generated summaries now include action items and next steps for faster follow-up.
🎧 Audio Quality & Transcripts
- Improved Live Transcription Accuracy – Boosted accuracy for noisy environments, especially for diverse accents and speech patterns.
🔍 Analytics & Insights
- Agent Performance Dashboards – New reporting view to compare AI vs. human agent performance metrics side-by-side.
💰 $300K+ Annual Savings for One Team
See how healthcare teams are saving $300K a year — and agencies are automating 90K daily calls — all with Fluents. Book a demo and find out exactly what that looks like for your business.
Explore Insights
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FAQs about this week’s update
Discover Key Insights on Smarter Calling & AI Enhancements
The Voice Agent Takeover Enhancements significantly improve call resolution times and reduce the need for human intervention by expanding AI phone agent capabilities for both inbound and outbound calls. This enhancement minimizes the frequency of human transfers, allowing AI to handle more interactions independently and efficiently.
- AI agents can manage complex call scenarios, reducing the need for human intervention.
- Dynamic IVR support allows AI to navigate multi-level menus, ensuring calls are routed accurately based on natural language input.
- Real-time sentiment tracking enables AI to adjust its tone and handle escalations appropriately, enhancing caller satisfaction.
These improvements lead to faster call resolutions and a more seamless customer experience, ultimately increasing operational efficiency and reducing costs associated with human resource allocation.
Dynamic IVR Support leverages natural language input to streamline call routing by allowing AI agents to manage multi-level IVR menus, ensuring that calls are directed efficiently based on the caller's spoken requests. This approach reduces the complexity and time associated with navigating traditional IVR systems, enhancing the overall customer experience.
- AI agents interpret and process natural language to understand caller intent, leading to more accurate call routing.
- By managing multi-level IVR menus, AI reduces the need for human intervention, lowering transfer rates and improving resolution times.
- Natural language input allows for a more intuitive interaction, minimizing caller frustration and increasing satisfaction.
The integration of natural language processing in Dynamic IVR Support not only optimizes call routing but also contributes to faster and more effective customer service. This results in improved operational efficiency and a better overall experience for both customers and service providers.
Real-Time Sentiment Tracking enables AI to adapt conversation tone and manage escalation effectively by detecting caller sentiment mid-conversation. This allows the AI to adjust its responses dynamically, ensuring a more empathetic and appropriate interaction with the caller.
- AI can identify emotional cues and modify its tone to match the caller's mood, creating a more personalized experience.
- By recognizing signs of frustration or dissatisfaction, the AI can proactively escalate the call to a human agent if necessary, reducing the risk of negative outcomes.
- This capability helps maintain a calm and professional tone, even in challenging situations, improving overall customer satisfaction.
The ability to track sentiment in real-time not only enhances the quality of interactions but also contributes to faster resolution times and increased efficiency, ultimately leading to better customer experiences and stronger brand loyalty.