Mercury AI Assistant combines conversational AI with automated request handling and analysis of voice and text interactions. Omnichannel bots and advanced IVR handle common enquiries and provide automated services around the clock. When a request needs a human agent, it is passed on with the information already captured through transcription and analysis, so users do not have to repeat themselves.
The solution includes:
- Advanced IVR and omnichannel conversational bots
- Generative AI integration
- Intelligent handover to human agents
- Centralised call recording and management
- Automatic conversation transcription
- AI-powered analysis of conversation content, sentiment and quality
- Dashboards and KPIs for service improvement
Voice and text analysis helps organisations understand what users need and monitor service quality. Automating repetitive tasks frees agents to focus on requests that call for specialist knowledge and judgement.
Who it’s for
Mercury AI Assistant supports customer service and contact centre teams, help desks, service desks, sales and inside sales, as well as compliance and quality assurance functions. It also serves public sector, healthcare and financial services organisations.
