{"id":10719,"date":"2020-10-30T15:58:52","date_gmt":"2020-10-30T22:58:52","guid":{"rendered":"http:\/\/lesliedinaberg.com\/wordpress\/?p=10719"},"modified":"2020-10-30T15:58:52","modified_gmt":"2020-10-30T22:58:52","slug":"invoca-applies-ai-and-analytics-to-phone-calls","status":"publish","type":"post","link":"https:\/\/lesliedinaberg.com\/wordpress\/?p=10719","title":{"rendered":"Invoca Applies AI and Analytics to Phone Calls"},"content":{"rendered":"
\"Nathan<\/a>

Nathan Ziv of Invoca, photo by Daniel Dreifuss for Santa Barbara Independent.<\/p><\/div>\n

As a SaaS (or \u201csoftware as a service\u201d) company that connects the dots\u00a0between branding campaigns and customer phone calls through AI\u00a0and analytics, Invoca<\/a> is experiencing massive changes to its business\u00a0during the pandemic.<\/p>\n

\u201cWe have really had to remain agile for the last few months since March\u00a0and COVID,\u201d said Nathan Ziv<\/a>, the company\u2019s VP of product management.\u00a0\u201cAnd not just learning internal ways to adapt, but consumer buying behaviors\u00a0have shifted a ton.\u201d<\/p>\n

With a client list that includes big-name brands such as Samsung, Mayo\u00a0Clinic, LendingTree, Blue Cross\/Blue Shield, and Open Table, Invoca specializes\u00a0in studying the behaviors of their \u201ccustomers\u2019 customers.\u201d For obvious\u00a0reasons, they\u2019re seeing a lot more online and phone-call buying now.<\/p>\n

\u201cWe\u2019re seeing that the volume of calls from consumers calling into these\u00a0brands has never been higher,\u201d explained Ziv. \u201cWe know those conversations\u00a0are more important than ever. Luckily, we\u2019re in a good place to help\u00a0brands do that.\u201d Some sectors, though, like the travel industry, are hurting\u00a0despite Invoca\u2019s help.<\/p>\n

Invoca\u2019s team, which includes about 200 people headquartered in Santa\u00a0Barbara with offices in Denver and San Francisco, is very used to meeting\u00a0with customers in person, whether in quarterly meet-and-greets or taking\u00a0clients out to dinner to review their portfolios. With the pandemic restrictions,\u00a0said Ziv, \u201cWe\u2019ve had to learn to do all of that over Zoom and find\u00a0different ways to keep engaged with them.\u201d<\/p>\n

Invoca has ramped up webinars as one tool to engage their customers.\u00a0\u201cWe\u2019ve helped a lot of our clients understand that they have a lot of customers\u00a0calling and talking about the pandemic,\u201d said Ziv, explaining that healthcare\u00a0clients are receiving insights into the confusion over elective surgeries.<\/p>\n

\u201cWhat\u2019s great about our software is, we can be agile and be adapting\u00a0to all of that,\u201d he explained. \u201cAll we\u2019re trying to do is keep adapting so our\u00a0customers can maintain healthy business with their consumers and that we\u00a0can all get over this weird time.\u201d<\/p>\n

invoca.com<\/a><\/p>\n

\"Tech<\/a>

Tech Talk Special Issue for Santa Barbara Independent, published October 1, 2020.<\/p><\/div>\n

 <\/p>\n

Tech Talk Special Issue<\/a> for the Santa Barbara Independent<\/em><\/a>, originally published on October 1, 2020.<\/p>\n

To read the issue as it appeared in print, please click here, Tech Talk 768_10_01_20<\/a><\/p>\n

 <\/p>\n

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