Say What You Need, Skip the Menu
Open Mind's Generative AI IVR understands spoken requests in natural language, guides customers without rigid menu trees, and routes or escalates conversations according to defined business rules.
Natural language understanding with no rigid menu trees
The IVR is designed to understand natural speech, supported accents and configured languages, so callers describe the problem in their own words instead of punching through menu numbers.
- Open ended conversation instead of rigid menu trees
- Built to handle supported accents and natural speech patterns
- Confirms intent naturally before acting
Real-time sentiment detection and intelligent call routing
Calls are routed by what the caller actually means, matched to the right queue, team, or system, while tone and repeated attempts are used to identify frustration and prioritize escalation.
- Intent based routing to the right team
- Peak hour overflow balanced automatically
- Frustration signals used to prioritize escalation to a senior agent
Multilingual voice support
Callers can be supported in Hindi, English and other configured languages, with accuracy depending on the language, audio quality and deployment configuration.
- Hindi, English and other configured languages
- Language and accuracy depend on use case and audio quality
- Consistent tone across every configured market
Seamless handoff to a human agent when needed
The moment a caller needs a person, the call moves to a human agent without a reset. Transcript, intent and available context are carried along with the transfer.
- Handoff with full context carried over
- No repetition and no lost history for the customer
- Agents see intent and available context before they pick up
Reduces average call resolution time
Resolves routine queries automatically and hands off complex issues to the right specialist with full context, which can help reduce average call handling time.
- End-to-end resolution for common issues
- Smart escalation to the right team
- Designed to reduce average call handling time
Works alongside your existing telephony setup
The IVR sits on top of your existing telephony stack and connects to your CRM, billing, and knowledge bases through APIs.
- SIP and PSTN connectors for your current setup
- CRM and billing data pulled into the conversation
- Deployed as an overlay, not a rip and replace
Banking and finance
For approved banking use cases, connects with authorized systems to support enquiries such as transaction status or loan information.
A customer asks about a transaction or loan status in their own words, and the IVR can connect with authorized systems to answer directly. Authentication, payment activity and dispute handling follow the client's own security, consent and escalation requirements.
Telecom and ISPs
Resolves billing questions, plan changes, and outage updates automatically, escalating only when technical diagnostics are needed.
A subscriber reporting a service outage is routed straight to the right queue in their preferred language. Routine plan changes and billing questions are resolved without a transfer, and only real faults reach the technical desk.
Frustrated caller detection
Detects tone and repeated attempts, prioritizes and routes to senior agents with full context to prevent churn.
A frustrated caller is detected by tone and routing history, then prioritized for faster human escalation with the full conversation context attached, turning a likely churn into a salvageable relationship.
Try an Industry-Specific Voice AI Demonstration
Share a few details to access the available demonstration bots and see how natural-language routing, multilingual support and human handoff can work for your use case.
So we can follow up if you want a version of this built for your own business. Takes 10 seconds — then talk to any of the four demo bots below.
Common questions
Everything about handoff, languages and telephony integration.
Ready to talk about Generative AI IVR?
Schedule a live conversation with our product team. We'll walk you through routing, language coverage, and handoff design for your stack.