Parlance Operator Assistant

The Parlance Operator Assistant, developed by Parlance Corporation, is an AI-powered voice and digital assistant designed to enhance caller experiences, streamline call management, and potentially reduce operational costs for healthcare organizations, higher education institutions, and enterprise businesses of varying sizes. According to the vendor, this solution caters to the needs of healthcare professionals, higher education institutions, and a wide range of industries within the enterprise sector.

Key Features

Voice-driven access: According to the vendor, the Parlance Operator Assistant enables callers to speak naturally and connect quickly to the appropriate resources within large enterprises, such as healthcare organizations, higher education institutions, and enterprise businesses.

Generative IVR: The vendor claims that Parlance offers a generative IVR solution, which combines a proprietary phonetic names database with AI/NLP/NLU technology. This solution aims to provide a fast, simple, and intuitive caller experience by eliminating the need for old-fashioned IVR menus and reducing caller wait times.

Automated call routing: The Parlance Operator Assistant automates call routing, according to the vendor, ensuring that callers are quickly connected to the appropriate resources within the organization. This eliminates the need for manual call transfers and reduces the burden on operators and agents.

Digital front door: According to the vendor, Parlance helps organizations create a digital front door that strikes the right balance between technology and human support. The goal is to improve caller satisfaction and enhance the overall caller experience.

Reduced call management costs: The vendor claims that Parlance's intelligent automation helps organizations eliminate expensive operator workforces, potentially reducing call management costs. The vendor states that over 80% of customers and employees engage with Parlance's self-service solutions, freeing up staff to focus on higher-value tasks.

Improved patient and provider experience: According to the vendor, Parlance's AI solutions for clinics aim to improve patient and provider experiences by reducing costs for moving calls around the health system, delivering a consistently branded calling experience, and deflecting repetitive work from staff.

Nuance Speech Attendant replacement: Parlance guarantees that its solution will outperform Nuance Speech Attendant. According to the vendor, with over 25 years of experience, Parlance has become the go-to replacement for organizations that previously relied on Nuance for speech-driven call routing.

Patient access contact centers: The vendor claims that Parlance's solutions help handle increased call volume in patient access contact centers without the need for additional hiring. This, according to the vendor, reduces agent burnout, creates a happier and more productive work environment, and lowers operational costs.

AI solutions for clinics: According to the vendor, Parlance's AI solutions for clinics aim to improve patient and provider experiences by streamlining the connection with resources, reducing costs for moving calls within the health system, delivering a consistently branded calling experience, and deflecting repetitive work from staff.

Speech-enabled self-service: Parlance's speech-enabled self-service solutions, according to the vendor, enable callers to interact with the system using their voice, providing a more natural and intuitive experience. This, according to the vendor, reduces friction and improves caller satisfaction.