Avaamo

AI operators that answer the phone

Avaamo is a software company working on conversational artificial intelligence for voice. Its product is a voice-first contact center, aimed at companies that want calls automated and their agents supported. The platform is split into three capabilities, automate, augment and analyze, which can be deployed separately or together. AI Operator takes inbound calls in place of a legacy phone menu: it recognizes who is calling and settles the request before a human agent is involved. The company says its voice agents are used for patient access in healthcare, parts ordering in the automotive sector and customer service in insurance.

Agent assist and call scoring

Agent assist offers live coaching to the people taking calls when they are dealing with a tough or delicate conversation. Call scoring reviews every call against a company's own quality criteria, so supervisors see the whole of their call volume rather than a sample.

Analytics in plain English

Conversation analytics lets managers put questions to their call data in everyday language and receive answers on what shapes the customer experience.

Connectors to enterprise systems

Avaamo says its platform links to more than 150 enterprise systems. The reason, it explains, is that much of the data a customer needs sits in older systems that have to be reached without replacing them. The platform can also be deployed alongside existing channels.

Security and compliance

The company lists encryption of data, PCI, FINRA and HIPAA compliance among its security measures. These matter for the healthcare, insurance and financial customers it describes as its main users of voice-based customer service.

Origins and founders

The company says its founders came from enterprise software teams at TIBCO, SAP, Siebel and Apple. Its earlier work was on enterprise chat and voice interfaces, and it has since turned toward voice-first contact centers.