If your company still associates digital service only to those messages standardized like “Press 1 to talk to…”, it’s time to meet a new scenario. THE technology evolved, and with it emerged the digital employees, solutions that unite automation and intelligence to transform the experience of the client.
In this article, you will understand how customer service has evolved from Traditional URA for the artificial intelligence agents (LLMs), where each one works best, and how the Matrix Go delivers both solutions so that your enterprise choose what makes the most sense.
How it all began: from IVR to artificial intelligence
THE URA (Auditory Response Unit) was one of the first forms of automated service. Originally created for organize and speed up phone calls, it continues to be extremely useful to solve demands simple in form fast and direct. They were even adapted to the initial digital service menu.
Already the LLMs (Large Language Models) represent a new generation of technology in the service. With Advanced AI, they are able to to understand what the customer wants, respond with empathy and keep a conversation going natural, as a human would.
Each of these solutions has its space. While the traditional menu shines on the phone with high call volume and in direct use in service menus, LLMs deliver more interactions customized.
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What is auto attendant and where is it extremely useful?
THE URA and traditional menus are a classic example of automation node service. When a customer, for example, calls a enterprise and listen commands as “Press 1 for technical support”, is interacting with a URA.
That technology is efficient, fast and ideal for organize available commands and services, especially in operations large volumeIt directs customers to the right department, offers straightforward options, and allows for simple problem-solving without the need for a human agent.
Furthermore, the automatic service has low operating costs and works very well in repetitive demands.
READ ALSO: ChatGPT: discover features that make a difference! – MatrixGo
The arrival of LLMs: automated + humanized service
With the evolution of models of natural language, like the LLMs (Large Language Models), new ones have emerged possibilities for the digital service. Unlike traditional automation, which works with limited commands, an agent of LLM is capable of understand the customer's real intention, keep a conversation going fluid, empathetic and even proactive.
Imagine the difference:
- URA: “Enter the protocol number.”
- LLM (like Morpheus): “Hi, Marcos! How are you? Give me your protocol number and I’ll check it for you 😊.”
This type of service goes beyond efficiency: it creates a real connection, responds contextually and can act on different channels such as WhatsApp, website, and–mail and even voice.
READ ALSO: Do you know how to use AI? Job openings are already asking for this skill! – MatrixGo
Digital Employees: A New Era in Corporate Service
With the advancement of AI, we have come to call these intelligent solutions digital employees or AI agents. They are agents capable of performing tasks specific within areas such as:
- Technical support
- Sales
- Financial
- HR
- Scheduling and Customer Service
- and much more!
Those agents operate 24 hours a day, 7 days a week, interacting with several customers at the same time, with fluidity and empathy. The great advantage? They not only respond, but resolve demands assertively.
With Matrix Go's AI agents, customer service is no longer just about automated to become truly humanized, respecting the individuality of each client.
READ ALSO: Generative AI: What It Is and How to Apply It to Your Business – MatrixGo
URA or LLM? Each solution has its place
It is important to understand that URA and LLM are not competitors, they are complementary. Each one has its own application ideal:
- URA/traditional menu: perfect for high volume operations and processes standardized.
- LLMs and agents with generative AI: ideal for all businesses; more conversations fluids and service with customization.
At Matrix Go, we offer both solutions. What changes is the level of sophistication that your business needs at the moment. Therefore, we have consultants able to understand your scenario and indicate the best choice for you.
READ ALSO: How to Predict Churn with AI and Keep Your Customer Base Engaged – MatrixGo
Practical example: combining an IVR and LLM to transform customer service
One operator of internet and telephony that serves thousands of customers per day use one Traditional URA to organize calls telephone. This system directs quickly customers for sectors with simple demands.
Us digital channels, as WhatsApp and chat on the website, the company uses the agent with Matrix Go's LLM technology. He interacts with customers natural form, understands doubts, solves technical problems and even offers upgrades customized in plan, with empathy and fluidity.
When combining automation I atehumanized artificial intelligence, the operator optimizes its productivity, reduces average service time and significantly improves the experience of the client.
READ ALSO: Conversational Experience: The New Frontier of Customer Service – MatrixGo
The future of care starts now
The evolution of digital employees is real. Of flows automatic with URA/menu even conversations intelligent via LLMs like the AI Agents, your company can to choose the level of automation and customization that you want to offer to customers.
THE Matrix Go is ready to help you with this decision. Our Artificial Intelligence and omnichannel Digital Communication solutions meet all types of demands and strategies, whether focused on productivity, cost reduction and/or excellence in relationship with the customer.
Talk to one of our Consultants and revolutionize your business: 0800 604 555
