Radish Blog

Improving Conversational Voice and AI Systems


ChoiceView Visual Bot

I like my Amazon Echo Show. I have it in the kitchen. I talk to it and it magically shows me visual information in the form of images, diagrams, and pages.

This is the communications mode I’d like to experience on phone calls I make to businesses. I’d like to talk on the phone as usual and see visuals on my smartphone or on my tablet or computer. If I reach a bot or IVR, I’d like to see a visual menu and be able to select from the menu by talking or tapping. If I reach a live person, I’d like them to show me relevant visual information during the call instead of tediously speaking it back. I’d want to be able to save any visual information received for future reference.

Easy Implementation for Businesses and Developers

On the business side, companies should be able to easily add visual capabilities to their existing systems. I realize they’ve invested considerable time, money, programming, testing, and other resources in implementing these systems. Of course, if they’re in the market for a new system, it should come with a voice-and-visual CX.

Likewise, developers would add visual capabilities to their voice apps through an API that’s part of their standard development environment. Just place a functional block in the call script and connect it with lines.

A Solution Already Exists

It may come as a shock, but Radish Systems already provides all these capabilities through its ChoiceView® product suite and developer tools. It’s the best kept secret in the industry! And it’s all protected by deep intellectual property.

The ChoiceView Difference

ChoiceView is ideally suited for AI-based systems. It allows the user sequence to be generated by AI at each step, totally under control of one automated system. This is quite different from passing control to a website that can only provide a fixed, deterministic response. ChoiceView systems, as a result, are easy to deploy, program, enhance, and maintain.

Choiceview for Amazon Connect is an easy way to prototype conversational AI systems. You simply insert the ChoiceView lambda in an Amazon Connect contact flow. ChoiceView does all the heavy lifting of dealing with the visual session. Contact flows take addvantage of all the Connect features — natural language processing, Lex, call queuing and call distribution — and AI can be plugged in as desired.

When a live agent is needed on a call, ChoiceView Agent allows them to communicate with both visuals and voice. Further opportunities exist for AI to assist the agent in selecting appropriate visuals to present during the conversation.

Contact Radish to learn more and see a demo of ChoiceView in action.

“Now I See What You’re Talking About!”™

Radish Offers Free ChoiceView Lite for Amazon Connect

Radish Systems introduces the new release of ChoiceView for Amazon Connect, which brings visual omnichannel capabilities to Amazon contact centers.

AWS Partner

ChoiceView is used by businesses to dramatically improve communications with their customers by seamlessly adding visual information on phone calls. With this release, ChoiceView Lite is offered for free, and Amazon Connect users can just plug it in and go. Contact Radish to sign up.

“ChoiceView is a breakthrough for Amazon Connect users,” said Blair Pleasant, Industry Analyst and President of COMMfusion LLC. “It gives them an easy way to add omnichannel, voice-and-visual capabilities to their voice apps without needing complex integration or coding. It works with both automated agents and live agents in contact centers.”

ChoiceView allows callers to receive visual menus and visual responses while they’re talking. ChoiceView is better than a voice call and less intimidating than a videoconference. It’s patented. Learn more at Omnichannel Customer Experience, AWS Marketplace, and ChoiceView for Amazon Connect “Now I see what you’re talking about!”™

National 211 Day

February 11th is National 211 Day. This day is set aside to celebrate 211 call center teams and their work connecting their communities to thousands of programs, services, and information.

United Way Menu

Radish salutes all the 211 providers for the care and support they provide to those needing help. We’re pleased that our ChoiceView® technology allows Mile High United Way to provide voice-to-visual navigation on 211 calls.

Callers can quickly see and hear information such as emergency shelter locations, food resources, COVID-19 testing locations, and more. This information is too complex to be conveyed in a standard voice-only call, but it’s easy to understand in a voice-and-visual call. Callers don’t need a mobile app or broadband connection, so it works the first time. Visual information can be saved on the device.

Learn more about Mile High United Way’s use of ChoiceView to enhance its 211 service.

ChoiceView Benefits

ChoiceView allows businesses and organizations to convey information in a smarter and more efficient way. It’s better than a voice call and less intimidating than a video conference. It’s easy to deploy, use, enhance, and maintain. It’s positioned for wide adoption worldwide in many industries with killer applications such as customer service, e-commerce, telehealth, technical support, and more.

Ideal Use Cases for ChoiceView

1. Customers are presented with complicated and time-consuming menus.
2. They’re frustrated by an unmanageable stream of voice responses.
3. They’d like to enter text information during a phone call.
4. They need help in absorbing and retaining complex information.
5. Businesses want more calls contained in automated systems.
6. Accessibility and CX improvements are required.

Learn more about ChoiceView and 211 voice-to-visual navigation. Please spread the word. Contact Radish to learn more and see ChoiceView in action!

Why Tech Support Needs ChoiceView

NBI Tech Support

    A guest article by Dr. Theresa Szczurek, former CIO / Executive Director of the Governor’s Office of Information Technology for the State of Colorado.

Can you imagine the millions and millions of tech support calls that occur daily? Even though online websites try to help, phone calls are not going away. Some of these calls require complex, personal interactions. However, many are simple and could be solved via an appropriate automated system. Unfortunately, they’re not.

Password reset is the most common reason that customers call tech support. Sometimes customers can handle password reset at a website, but often they call. These calls can consume a lot of tech support time, often keeping other callers waiting for live support. But customers can easily change their password, without live help, when they call a company with ChoiceView®. With a ChoiceView Visual IVR / Visual Chatbot, a company can deflect calls from support reps while providing more efficient customer service. Rather than just hearing options to route their call, customers discover that ChoiceView can actually solve their problem.

Consider this tech support situation. To change her password, a customer calls tech support from her smartphone. Instead of hearing a long voice prompt, she immediately selects the option to interact visually. She now sees and hears menu options and responses. She enters her ID to authenticate her account. She taps her location and language preference. She selects from the menu, then resets her password on the next screen. As a result, the call is contained in the ChoiceView Visual IVR and the customer is pleased to quickly and securely reset her password 24/7, without waiting for a live rep.

Benefits of Visual IVR / Visual Chatbot

    1. Password resets and many other tech support issues are completed without a live rep, saving time and money.

    2. Other customers with more complex problems obtain live tech support more quickly and spend less time waiting for a rep.

    3. Customers interact with a ChoiceView Visual IVR by both hearing / seeing and speaking / tapping.

    4. ChoiceView combines AI, machine learning, and enhanced voice processing with the power of visual menus, forms, and responses. It’s the best of both worlds and the way customers prefer to interact.

    5. Deployment is easy since ChoiceView resides directly in the IVR’s call script, thus preserving the existing IVR’s native environment and eliminating the need for an ancillary server. ChoiceView works with most existing IVRs.

Contact Radish and find out why a large, global telecommunications supplier has this to say about Radish’s ChoiceView for technical support, “ChoiceView Visual IVR is a different way to provide support. We want to deflect calls from live agents. This is amazing. ChoiceView gets maximum points for its solution, especially for password reset.”

Learn Why ChoiceView Is in AWS Marketplace

AWS Technology Partner

Radish is pleased to announce that ChoiceView Visual IVR and ChoiceView Visual Agent are now listed as products in AWS Marketplace. This brings increased exposure and visibility to ChoiceView® and opens the door for dramatic improvements in how businesses interact with their customers.

    A guest article by Dr. Theresa Szczurek, former CIO / Executive Director of the Governor’s Office of Information Technology for the State of Colorado.

ChoiceView is a new type of phone call. It’s patented. ChoiceView starts with the familiarity of a voice phone call. It’s not as intimidating as a videoconference. It’s enabled through an open, cloud-based CPaaS service. It’s inherently compatible with phone endpoints worldwide.

ChoiceView provides an enhanced CX for callers and allows businesses to convey information in a smarter and more efficient way. It’s easy to deploy, use, enhance, and maintain. It works with first-time callers without requiring a mobile app. It’s positioned for wide adoption worldwide.

ChoiceView Visual IVRs and Visual Bots allow callers to SEE and HEAR information on standard calls they make to businesses. Visual IVRs eliminate the tedious voice-only interactions with automated phone systems. Instead, callers are presented with visual menus and visual responses while talking and hearing on the same phone call they started with. Callers can navigate 4X faster using visual menus and can better understand the information presented.

ChoiceView Visual Agent allows contact center agents to visually share information with callers — instead of reading it back from their screen — while continuing to talk on the same phone call. Agents can access and send most any visual material, either from a predefined library or windows open on their screen. Visual live assistance allows agents to convey information faster with fewer errors, make additional sales, and improve their interaction with customers.

For developers who want to add ChoiceView capabilities themselves in their own voice apps, there’s a ChoiceView lambda function. It’s available as an Amazon Connect Quick Start Integration. An automated script allows developers to easily obtain their own lambda copy and go from there. Any ChoiceView session from any source runs on ChoiceView in the Amazon EC2 cloud. This approach provides tremendous leverage for the ChoiceView platform.

Shouldn’t we expect this voice-and-visual capability on the routine calls we make everyday? Checkout what we’re doing at Radish and see how ChoiceView is dramatically and easily enhancing customer engagement. “Now I see what you’re talking about!”™.