OnviSource Introduces Liaa TeleServ, an Intelligent Virtual Agent Delivering Automated Self-Service Solutions

Liaa TeleServ Utilizes a Combination of OnviSource’s Liaa Intelligent Virtual Agent (IVA) and Automata Process Automation Technologies, and Offers Intelligently Automated Self-Services Using Customer-Friendly Touchtone or Conversational AI

OnviSource announced a new product, Liaa TeleServ Intelligent Virtual Agent, that delivers fully automated Teleservices applications and Telephone Answering Service (TAS) and offers customer-friendly interactions using either standard touch-tone or Conversational AI driven by Artificial Intelligence technologies. Additionally, it uses process automation to automate the entire process of a live agent while providing teleservices, including automated custom greetings, conducting relevant interactions with callers, accurate recording of interactions in both audio and text using its Speech-to-Text Transcription, end-to-end multimedia message handling via standard or HIPAA-compliant messaging, and providing a full range of operational and billing reports.

Liaa TeleServ is available as a stand-alone solution or integrated with Company’s OnviComplatform. Both products are delivered either as on-premise software or as cloud services.

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“In this age of convenience and increased desire for self-service, not every business relying on answering services requires a live-agent interaction,” explained Francisca Alegria, Executive Vice President with OnviSource. “With Liaa TeleServ, businesses using or offering teleservices can embrace the new trend of automated virtual agents to deliver optional automated self-service with new competitive price models, and to increase revenues through a large volume of service, while eliminating additional payroll expenses.” Ms. Alegria went on to say, “For businesses struggling to keep quality agent positions filled, particularly during this current health crisis and unpredictable economic environment, Liaa TeleServ offers a reliable, prudent alternative to the costs and complexities associated with staffing, onboarding, training, managing and incentivizing live agents.”

As their core value, teleservices and answering service companies traditionally relied on live agents or operators to provide their customers with personalized live interactions. However, new technologies in automation and customer conversational interactions can now deliver the same core value with human-like services that are consistent and adherent, faster and accurate, and available 24/7; as well as automate the entire process before, during and after interactions with callers.

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Liaa’s intuitive Template Generation Studio can be used to design custom interaction templates for each client, or create templates for customer surveys, notifications and response management. Templates can be designed to operate as workflows and scripts with optional branching and processing based on customer responses. Users can create an unlimited number of templates for each type of client to accommodate their specific requirements. Additionally, users have access to customizable operational and billing reports, compatible with 3rd party billing products.

Liaa TeleServ automates inbound interactions, records the interaction and client information in both audio and text formats, and sends the content via automated message handling, dispatching, and confirmation through standard or HIPAA-compliant secure messaging. Convenient, secure access to audio recordings and messages using HIPAA-compliant secure messaging, makes Liaa TeleServ applicable across a wide variety of industry verticals.