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Integrated Virtual Agent (IVA) – Ellie
Automate live calls
Choose which calls to direct to the automation based on your criteria including call volume and wait times.
Pass live calls to Ellie
Agents can transfer calls to Ellie to complete the call, perform a post call survey, or handle other follow-up services.
Automate existing scripts
Ellie understands the entire script and can perform advanced scripting functions.
IVAs Offer Extra Support for Your Call Center
Ellie is powered by artificial intelligence (AI) and supports your contact center by working with your agents to better serve callers. Ellie is Amtelco’s natively designed integrated virtual agent (IVA) solution that reduces the workload of your operators by intelligently handling basic inquiries using large language models (LLM) with natural language processing NLP.
LLM provides the knowledge and awareness of how to interact with a caller and carry on an intelligent conversation, and NLP enables Ellie to speak and understand speech like a human for a more life-like feel.
Together, Ellie and your agents create a call experience that offers unparalleled service to your callers while providing cost-savings and scalability to your contact center.
Inbound and outbound communications
Utilize Ellie for advanced inbound applications such as patient and employee lookups, trouble tickets and service requests, appointment booking or confirmation, etc. Offer callers the choice to speak with Ellie, or overflow calls to automatically speak with Ellie based on call volume.
Callers can seamlessly move between Ellie and a live agent. Utilizes existing agent scripts, allowing callers to request to speak to the live agent. All of the data and current state of the script is presented to the live agent upon transfer.
Ellie can also handle advanced outbound applications such as appointment reminders, outbound interactive dispatching, overhead paging, and more.
Benefits of Ellie:
- Answer FAQs and basic inquiries to make regular agents available for more complex issues.
- Increase caller satisfaction by lowering wait times and providing help faster.
- Offer 24/7 availability.
- Telephone answering services can increase customer retention and revenue by handling more calls.
- Multilingual capabilities to better serve callers.
- Streamline workforce management.
- Make outbound calls for common tasks like appointment reminders, payment notifications, or satisfaction surveys.
- Real-time support for regular agents by collecting repetitious information, providing info about the caller, suggesting solutions, and transcribing calls.
- Analyze customer tone and language for sentiment insights.
- Data collection to improve processes, identify trends, and personalize future interactions.
Why the name “Ellie” was chosen for Amtelco’s IVA
Ellie is the nickname of Eleanor Curtin, one of Amtelco’s co-founders and matriarch to the Curtin family who still owns and operates Amtelco. The name Ellie was purposefully chosen to honor the legacy of “Mrs. C” and to stress the importance of this product to Amtelco and our customers.
The use of AI in business and healthcare can feel cold and threatening. We wanted to give a meaningful human name to our AI solution to emphasize the importance of people and how powerful new technologies enable people to better help each other.
Using AI in hospital and customer service call centers expands the agent’s capabilities to aid callers, and it is with this spirit that we are proud to offer Ellie.
Important information about Ellie
- Ellie runs on Amtelco’s IS 6.0 version and Active Insights.
- The IS 6.0 release is targeted for availability to customers in the second quarter 2025.
Additional opportunities with Ellie and Active Insights
- Real-time Transcription Language Translation
- Agent Co-Pilot and Knowledge Assist
- Text Chat BOT and Web Chat BOT
- Active Insights AI Call Scoring and Sentiment Analysis (available now)