Business View Magazine | December 2019

45 BUSINESS VIEW MAGAZINE DECEMBER 2019 BLUI P INC . for simple task. The challenge is that IVRs are tree oriented, but now with our AI conversational platforms, we’re able to deploy natural multi- channel (Voice, SMS, Chat) conversational solutions. For a lot of hotels and businesses, reducing the number of live call center agents is a big thing. We used to sell a lot of live agent call center solutions, now we’re seeing AI Virtual Agent augmenting Contact Centerteam. You still need live agents, but the number is decreasing because of the AI conversational platform. In a sense, we are killing off one side our Contact Center business, but the cost benefit that our AI Virtual Agent brings our clients makes it a win- win. It’s true. Consumers often get frustrated talking to a virtual agent because it’s not as straightforward as communicating with a live person. Being at the beginning stages of the AI conversational platform and services, BluIP is well aware of those concerns. “We’ve been eyeballing it for about eight years and it wasn’t until about 18 months ago that we thought it was ready,” says Martirosyan. “Before that, we were putting in IVRs, which many customers find very robotic and hard to get out of the ‘tree’ or chain of questions you’re in. They did their job, but with our AI conversational Virtual Agent, it’s easier to respond to the caller’s intent, automate the request, and pass relevant call interaction information to the Live Contact Center agent if necessary.” BluIP is currently handling about 40 to 50 percent of the calls that come into the Contact Center and Hotels; they’re adding additional project phases to boost that to 55to 65 percent. While half of the company is concerned with software development integration and building products, the other half is running the cloud- based telecommunication service provider side. With this dual capability, BluIP is able to rapidly add the intelligent integrations its customers require or create new products and capabilities when it learns that certain verticals