IVR & Conversational AI
From touch-tone menus to voice bots that understand intent - a visual IVR builder, speech recognition and NLU in 30+ languages, LLM-based agents with guardrails, and clean hand-off to a human when it matters.
30+
Languages, speech and NLU
No-code
Visual IVR builder
24×7
Automated self-service
What is IVR & Conversational AI?
Dollu’s IVR and Conversational AI service covers the whole spectrum of automated voice, from a well-designed touch-tone menu that gets callers to the right queue in two key presses to a natural-language voice bot that authenticates a customer, checks an order and reschedules a delivery without an agent. Everything runs on our voice platform, so it works in front of Dollu CCaaS, an existing contact centre, a Teams or SIP-connected PBX or a raw SIP trunk, and it uses inbound numbers we already hold in 110+ countries.
The visual builder is a browser canvas where business users drag menus, prompts, data look-ups, decisions and transfers into a flow, test it against a phone number and publish it with version control and instant rollback. Prompts can be recorded, generated with neural text-to-speech in dozens of voices, or synthesised on the fly from CRM data. Speech recognition replaces key presses with spoken answers, and every node can call an API, a webhook or a database, so balance enquiries, order status, appointment booking and payments become fully automated flows rather than routing hints.
Conversational AI adds intent understanding on top. NLU models trained on your own call data recognise what a caller wants in more than 30 languages, including Hindi, Hinglish, Arabic, Bahasa and the major European languages, and handle interruptions, corrections and mixed-language speech. For open-ended dialogue we deploy LLM-based agents inside guardrails: retrieval grounded in your knowledge base, strict tool permissions, response validation, PII redaction and topic boundaries, so the bot answers from your policies and never invents an offer or a refund it cannot honour.
Automation only works if the exit is graceful. When a caller asks for a person, hits a confidence threshold or reaches a policy boundary, the conversation transfers to a live agent with the full transcript, intent, collected data and sentiment attached, so nobody repeats their account number. Analytics show containment, intent volumes, drop-off points, misrecognitions and cost per contact, and our conversation designers review the flows with you monthly, because the fastest way to raise self-service rates is to fix the three intents callers abandon most.
Why choose Dollu for ivr & voice ai.
The advantages of buying from a carrier that owns its network, interconnects and operations - rather than a reseller.
Answer instantly, around the clock
Balance checks, order status, bookings and password resets are handled in seconds at 3 a.m. on a public holiday, with no queue and no overtime.
Lower cost per contact
Every routine call the bot completes costs a fraction of an agent-handled one, and calls that do reach an agent arrive identified, classified and shorter.
Speak every customer’s language
Speech recognition, NLU and text-to-speech in more than 30 languages, including Indian and South-East Asian languages that many vendors treat as afterthoughts.
AI you can put in front of customers
Grounded answers, tool permissions, response validation and topic limits keep LLM-based agents on policy, with full transcripts for audit and a human always one request away.
Compliance and privacy controls built in
PII redaction in transcripts and logs, PCI-compliant payment steps, regional data storage, consent prompts and retention policies aligned to GDPR and sector rules.
Capabilities in detail.
Everything included with IVR & Conversational AI - the platform features, options and controls you get from day one.
- 01
Visual IVR and flow builder
Browser canvas with menu, prompt, input, decision, data-dip, payment, queue and transfer nodes; time-of-day and holiday logic; test-call mode; versioning, approvals and one-click rollback.
- 02
Speech recognition and text-to-speech
Streaming ASR tuned for telephony audio with custom vocabularies for product names and account formats; neural TTS in dozens of voices; SSML control of pace, emphasis and pronunciation.
- 03
NLU voice bots
Intent and entity models trained on your historic calls and transcripts, 30+ languages with code-switching, barge-in and correction handling, disambiguation prompts and continuous learning from agent-labelled outcomes.
- 04
LLM-based agents with guardrails
Generative agents grounded on your knowledge base and APIs, with tool permission scopes, response validation, hallucination checks, PII redaction, topic boundaries, escalation triggers and full transcript logging.
- 05
Self-service integrations
REST and SOAP connectors, webhooks and database look-ups to CRM, billing, order management, scheduling and payment gateways; pre-built connectors for Salesforce, Dynamics, Zendesk, ServiceNow and SAP.
- 06
Agent hand-off
Warm transfer to Dollu CCaaS or any SIP contact centre with transcript, detected intent, collected fields, authentication status and sentiment attached via SIP headers, screen-pop or API.
- 07
Outbound and proactive voice
Automated reminders, confirmations, collections and verification calls with answering-machine detection, interactive responses and immediate transfer to an agent on request.
- 08
Analytics and tuning
Containment rate, intent volumes, path and drop-off analysis, misrecognition and no-match reports, cost per contact and A/B testing of prompts, with monthly review sessions with a conversation designer.
- 09
Testing, versioning and governance
Automated regression tests that dial flows and check outcomes, sandbox environments, role-based publishing, change history and export of every flow definition for audit.
How it works.
From first conversation to live traffic - a tracked, engineer-led onboarding with a named owner at every step.
- Step 01
Map intents
We analyse a sample of your calls and existing IVR data to rank the intents by volume and automation potential, and agree the first set to build.
- Step 02
Build
Flows, prompts and bots are built in the visual designer, connected to your systems and tested against real numbers, with your team trained to make changes themselves.
- Step 03
Pilot
A share of traffic is routed to the new flows with close monitoring of containment, hand-offs and caller feedback; prompts and models are tuned before full roll-out.
- Step 04
Optimise
Analytics and monthly design reviews identify the next intents to automate and the prompts to fix, so containment rises and cost per contact falls quarter on quarter.
Who uses this and why.
Typical deployments across carriers, enterprises, platforms and contact centres.
Banking and insurance
Balance, transaction and claim-status enquiries, card activation and blocking, and voice-biometric or OTP authentication before any account action.
Telecom operators
Bill explanations, recharge and plan changes, outage information and SIM services in multiple languages at volumes no agent team can absorb.
Healthcare providers
Appointment booking, rescheduling and reminders, prescription refills and results notification with privacy controls and urgent-call escalation.
Logistics and e-commerce
Where-is-my-order, delivery rescheduling, returns initiation and driver-facing lines integrated with order and tracking systems.
Government and public services
High-volume information lines, application status, appointment scheduling and multilingual access for citizens who prefer the phone to the web.
Technical & commercial specifications.
Key parameters at a glance. Ask us for the full service description and SLA document.
| Languages | 30+ for ASR, NLU and TTS, including Hindi, Hinglish, Arabic, Bahasa, major European languages |
|---|---|
| Builder | No-code visual designer; versioning, approvals, rollback; sandbox and test-call mode |
| AI | Custom NLU models; LLM agents with grounding, tool scopes, validation, redaction |
| Integrations | REST/SOAP, webhooks, database; Salesforce, Dynamics, Zendesk, ServiceNow, SAP connectors |
| Telephony | SIP trunk, Dollu CCaaS, Teams or PBX front-end; inbound numbers in 110+ countries |
| Hand-off | Warm transfer with transcript, intent, data and sentiment via SIP headers, screen-pop or API |
| Compliance | PII redaction, PCI payment steps, GDPR retention, regional data storage |
| Availability | 99.99% platform SLA; geo-redundant across Dollu PoPs |
| Pricing | Per minute or per completed interaction, plus design and build services |
| Support | 24×7 NOC; conversation designer; monthly optimisation reviews |
How UC & Contact Centre is priced.
Cloud PBX, UCaaS and CCaaS are priced per seat per month with bundled or metered minutes; Teams Direct Routing per user; global numbers added at rental + usage.
We publish the model, not a public rate card - actual rates depend on destination, route class, volume and regulatory cost. See how every Dollu service is priced.
- Monthly or annual terms
- Metered or bundled minutes per seat
- Integrations and admin portal included
- Volume pricing above 100 seats
- Add global numbers at rental + usage
- Billing
- Seats invoiced monthly in advance; metered usage in arrears
- Commitment
- Monthly or annual; annual terms unlock better seat pricing
IVR & Voice AI - your questions answered.
The questions customers and carriers ask us most often before they interconnect. If yours is not here, our team answers within one business day.
Still have a question?
Ask our solutions teamRelated services.
Services customers commonly combine with IVR & Conversational AI.
Automate your top three call reasons.
Send us a description of your highest-volume enquiries and we will propose flows, a language list and a pilot plan with expected containment within a week.
