AI-Powered Conversational IVR

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Conversational IVR Powered by Natural Language Processing

Bright Pattern’s call center software is made for self-service within your contact center through our interactive voice response, or IVR, system. Powered by Natural Language Processing, or NLP, and artificial intelligence for accurate caller speech recognition, Bright Pattern’s conversational IVR system ensures a smooth customer experience by allowing callers to use their natural language and their own words during customer interactions. 

Bright Pattern’s conversational interactive voice response differs from a traditional IVR in that it allows callers to interact with the menu in their own words, reducing complexity during the customer interaction. Rather than an IVR menu powered by a robotic voice, user input and customer data is collected through the customer’s voice. A conversational IVR is a cost-effective way to streamline self-service in call center operations to help resolve issues more quickly, reduce operation costs, and exceed customer expectations and increase customer satisfaction.

Powered by integrations with Google and IBM, conversational IVR systems utilize speech-to-text analytics, Natural Language Processing (NLP), Machine Learning, and Natural Language Understanding (NLU) to increase customer engagement, better serve caller’s needs, and handle increased call volume. Whether you operate a small business or large enterprise, turn on conversational IVR to get the most out of your contact center to increase caller satisfaction.

A Better Way of Self-Service for Customers

Bright Pattern’s conversational IVR system is powered by conversational AI with NLP and NLU capabilities. As a result, customer service through your contact center with Bright Pattern’s IVR mimics that of a human agent. Bright Pattern’s IVR system benefits the customer experience in many ways.

Personalized Customer Service

Bright Pattern’s IVR is powered by conversational AI, allowing the IVR system to mimic a live agent through NLP and NLU. Callers can utilize human voice to solve their customer issues, and speech recognition technology will personalize the experience and increase customer satisfaction.

Simple, Straightforward Self-Service

A conversational AI IVR eliminates complicated menu trees and reduces menu options for a better customer experience. Compared to a traditional IVR phone system, a conversational IVR phone system let’s customers skip the long menus, allowing the automated assistants to fulfill customer needs faster.

Reduced Wait Times

Compared to traditional IVR systems, a conversational IVR phone system leads to faster resolution times, reduced waiting time, and streamlines call flow, helping your call center manage high call volume, fulfill customer needs faster, and perform call resolution in less time.

Streamline Contact Center Operations

Bright Pattern’s conversational IVR system can help streamline workflow and allow your contact center to find simpler ways to handle repetitive tasks on all customer service channels. Make the customer journey and customer support effortless for both high-value customers and customer service agents.

Routing to Get Callers to the Right Destination

Get callers from the auto-attendants to a capable agent. Make the customer journey effortless with voice assistants. Allow callers to use complete phrases during phone calls through the customer service IVR. Utilize CRM integrations with personal information for better routing.

Automation of Repetitive Tasks

Automate simple tasks like checking account balance, making announcements, appointment setting, and answering simple questions. Utilize speech technology from the best conversational IVRs to create a functional tool for customer support.

24/7 Self-Service

Operate conversational IVR software and conversational IVR technology outside business hours. AI-powered CX receptionist that can allow inbound calls to be self-serviced for an effortless customer journey.

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Key Conversational IVR features

Quick Resolution

Bypass the conversational Interactive Voice Response (IVR) function and go straight to the skilled agent who is able to handle your specific needs

Easy to Manage

Invite customers to have an easier and more natural conversation by eliminating phone trees 


Key Conversational IVR features

No Menu Options

Invite customers to have an easier and more natural conversation by eliminating phone trees from your call center operation.

Know Your Customer

Use Watson and Google AI and bot technologies to extract and analyze customer keywords and phrases


Key Conversational IVR features

Self-Service Learning

Use historical data gathered through bots that give insight on customer speech to improve self-service quality over time

Seamless Omnichannel

Easily connect customers and switch to SMS/MMS, Facebook Messenger, LINE, Telegram, and Viber


IVR Benefits

Fulfill Caller’s Needs in Their Own Words
NLU and NLP allow callers to use human language with the virtual agent to mimic human communication, as if they were speaking to a live agent or human agent. More personalized compared to traditional IVR systems.
Flexibility of the Cloud
Support advanced IVR technology and other new technology. Keep up with advances in CX technology. Bright Pattern is the right vendor for future-proofing without substantial investments or operational costs. Bright Pattern is good for all businesses, from smaller companies to large enterprises.
Less Effort for Repetitive Tasks
Automate repetitive tasks, use cases, and simple tasks like FAQs, common questions, announcements, checking account balance, and appointment setting with voice commands, voice inputs, and menu system.
Faster Call Resolution
IVR technology can be used to gather caller information and inquiries for faster routing of callers and incoming calls to the right agent or a qualified agent. Handle high call volumes, allow customers to resolve issues outside business hours, and see significant increase in CSAT.
Increased Customer Satisfaction
Less effort for callers to live agents with IVR technology creates an exceptional customer experience, leading to happy customers and a better experience. See significant increase in CSAT with voice assistant through IVR.
Better Focus on Customer’s Intent
An IVR phone system allows for more accurate call routing despite being a bot for a personalized experience. Route callers with the right prompts and the right caller intent.
Omnichannel Capabilities
Utilize any digital channel, like SMS and texting, social media, chatbot, and messenger apps like Facebook Messenger, WhatsApp, and WeChat.
Optimize the Performance of Your IVR
Save contact center costs and contact center operations, improve call flow and workflow, improve accuracy of call routing, and stay available for callers on any customer service channel through the automated system. Experience huge savings while decreasing labor costs.
Quality Management for Insights
Better employee productivity and improved customer experience with built-in quality management for actionable insights and valuable insights. Maintain brand perception, even through auto-attendants, and implement best practices to increase CSAT.

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    AI-Powered Conversational IVR

    Full conversational IVR experience for human-like interaction between callers and virtual agents. Intuitive self-service for customer calls, with intelligent routing to live agent calls if needed. Request a demo and see it in-action.



    Powerful Integrations

    Additional Bright Pattern Features

    Built-in Quality Management
    CRM Integration
    True Omnichannel
    Automated Bot Conversations
    AI-Powered Agent Assistance
    Sentiment and Text Analysis
    Drag-and-Drop Scenario Builder
    Unified Agent Desktop
    WFO and WFM Integration
    Interactive Voice Response
    Click-to-Call, Click-to-Chat Capabilities
    Intelligent Routing
    Automatic Call Distribution (ACD)
    Call and Screen Recording
    All Digital Channels Supported

    Why Clients Love Bright Pattern

    “The ease of implementation for chat has enabled us to quickly build and turn chat on for our customer facing sites in less than a day.”
    Derek G.
    Director of Contact Center Operations
    “It is an extremely robust, while easy to use software. It can handle massive telephony centers with ease while maintaining competitive telco charges.
    KC R.
    BPO Technology Lead
    “Great product and a great team. The product has worked as designed and has been very reliable. The call quality has also been excellent. The scenario tool is very powerful. It is also well integrated into Zendesk.”
    Sean Rivers
    Director of Operations Technology
    “We have switched over from Interactive Intelligence 3 years ago and have been really happy so far. We had 100% up-time and enjoy the cooperation with their software developers and management team.”
    Othmar B.
    VP Marketing
    “I answer all my calls from clients on retail with softphone and I can work at home effectively too. It is a way for me to judge my productivity and see how many emails I am answering with the dashboard that is displayed. ”
    Julie T.
    Retail Support Representative
    “The system was very easy to setup along with training and onboarding from the Bright Pattern team. We use Bright pattern for inbound transactions, such as incoming calls, emails and chat. The reporting tools are easy to use and propvide the SLA data required for our partners.”
    Sal Y.
    Head of Customer Support

    Frequently Asked Questions

    Bright Pattern is the perfect digital platform for a contact center that wants to implement the best conversational IVRs with machine learning. Bright Pattern’s IVR beats legacy IVR systems by using intelligent, best-of-breed AI that is capable of understanding customer dialog, dialogues, or query. With text-to-speech, or TTS, capabilities, Bright Pattern powers self-service with voice interactions, something that legacy IVR systems and legacy systems can not do. 

    Bright Pattern’s self-service options allow for the automation of routine tasks like answering simple questions, checking account balance, making announcements, appointment setting, and other new use cases. Automation helps support agents handle high call volume and handle long queues while meeting and exceeding customers’ expectations for self-service. With an intelligent conversational IVR, agent productivity is improved and the journey for the caller can carry on effortlessly without the need to queue for the next appropriate agent. 

    Besides the best conversational IVRs, Bright Pattern also supports integrations with any CRM, both third parties and native record management systems. This means caller information can be taken from the caller, and personal information of the customer can be utilized by call center agents when human interaction finally begins. Finally, with the CRM integration, callers can be identified after their first time connecting with the contact center. For example, the next time the caller calls into the contact center, the interactive voice response system can ask for the customer’s account number. This can help the IVR application identify the caller in the CRM, leading to better self-service and a smoother customer journey. Accurately determine a caller’s intent, even before connection with a live agent.

    Bright Pattern’s sophisticated IVR can be customized with specific workflows to match any use case and query that is requested of it. A specific process can be set in the IVR system or automated phone system so that a customer’s query is sent to the right person and right place for the fastest possible resolution. 

    For example, Bright Pattern’s IVR software can start with a greeting of the customer. After the greeting of the customer, the customer can pick from a wide variety of options that are determined by the preferences set by a customer service agent within the IVR application. After picking the right option for the query of the person, the conversational IVR will understand the request of the user, and determine what the best course of action is to resolve the person’s request. For complex requests, the IVR can connect the customer to a live agent. The interaction will be distributed to the right agent through the automatic call distributor, or ACD system, that Bright Pattern utilizes.

    Bright Pattern’s conversational platforms are omnichannel, meaning that agents and customers can have conversations on any channel, and switch the conversation between multiple channels. This includes digital channels like chatbot, SMS, and messenger apps, as well as traditional channels like voice and email. 

    Bright Pattern’s omnichannel capabilities are both inbound and outbound. For inbound interactions, callers can be routed to the right person, especially to an agent in an important role who is suited to help that specific issue. This interaction can take place on any channel and interactions can be transferred to specific departments over any channel. This reduces hold times, helps control call volumes, and increases ROI.

    For outbound interactions, Bright Pattern utilizes an automated phone system and predictive dialers that can quickly dial and skip automated response.

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