VentureBeat: Inference Solutions partners with Pizza Hut Australia to answer calls with chatbots

San Francisco-based Inference Solutions, which develops virtual agents for sales and service organizations, today announced that it has partnered with Pizza Hut Australia to deploy a call-steering solution to the pizza chain’s support line. Now, customers who dial in will have their call intelligently routed to either a contact center representative or a nearby Pizza Hut store location.

When customers call Pizza Hut Australia’s national number, they’re presented with the choice of requesting a pickup, placing a delivery order, or asking a question. Inference Solutions’ system then collects the caller’s address to connect them with the nearest restaurant or provide other details.



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Richard Dumas
SpeechTechMag: Why Speech is Emerging as the Preferred Interface for Self-Service

Speech is emerging as the preferred platform for phone-based self-service applications. Although speech-enabled self-service solutions for customer care have been around for years, they’ve fallen short of mass adoption because, until now, they’ve been too costly and complex to deploy for all but the largest call centers. However, recent advances in conversational AI are removing those barriers to adoption. That, coupled with changing consumer behavior, is causing speech to become the preferred interface for self-service applications.

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Richard Dumas
NoJitter: Virtual vs. Live Agents: Working Through the Math

Many contact center vendors have based their business models around selling solutions that support live contact center agents. These typically sell at $100 to $250 per seat, with basic IVR functionality bundled in at no cost. In the past, this made contact center providers reluctant to promote self-service capabilities for fear of cannibalizing the sale of live agent seats (the fewer live agents needed, the fewer live agent seats sold). However, this has started to change.

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Richard Dumas
NoJitter - How to Choose the Right Type of Virtual Agent

After more than 10 years of working with contact center and customer service software solutions, I recently started a new career as a consultant. One of my first projects was to develop a buyer’s guide for virtual agents. Having spent the last three years working on automated self-service applications, I was thrilled to undertake the project. I've seen first-hand how intelligent virtual agents can provide businesses with tremendous value and are poised for growing market adoption.

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Richard Dumas
Inference CEO on the Evolution and Future of IVR

In this Executive Insights interview, Blair Pleasant speaks with Callan Schebella, CEO of Inference Solutions. Schebella discusses the Evolution of IVR – where it’s been, where it’s going, and how the cloud plays an essential role in this evolution. He also talks about how the integration with apps and event-driven workflows, as well as AI and machine learning, will change the way we think of IVR.

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Richard Dumas
Inference Solutions Adds SMS Channel Support

Inference Solutions has announced new SMS channel support for its Inference Studio platform. This adds a new way for customers to get the service they need in a manner that suits their needs, and further increases Inference’s end-to-end multichannel support.

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Richard Dumas
Inference Solutions and the Value-Add Opportunity for Carriers to Provide PCI Compliance to Business Customers

This sense of urgency means one of two things, and probably both. The business has either had a security breach involving credit card fraud, or they have just been hit with non-compliance penalties. While it’s not known how often these things actually happen, what we do know is that businesses don’t want to talk about it, and the associated costs are usually buried where nobody will find them.

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Richard Dumas
Why Cloud Architecture Matters for Multi-location Businesses

I recently had the opportunity to speak with Callan Schebella, CEO of Inference Solutions. Inference Solutions started as spinoff from Telstra Research Laboratories in Australia, which is one of the world’s largest carriers. Inference delivers cloud-based IVR and call handling solutions for carriers and service providers.

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Richard Dumas