Maximus IVA

Powering seamless citizen experiences

A true self-service option that drives efficiencies in the Citizen Engagement Center and addresses the problems of current voice technologies.

Enhancing performance in the Citizen Engagement Center

federal agencies using the Maximus IVA

95%+

Adaptive Understanding (AU) capability to enable better self-service

50%

of inbound calls not routed to a CSR

The Maximus IVA: Delivering the next generation of citizen service

When citizens reach out to their government for assistance, their first interaction is often with the dreaded IVR. Because of its inflexible and limited set of options, the citizen can become easily frustrated at the IVRs inability to address their needs. At Maximus, we use an Intelligent Virtual Assistant (IVA) that utilizes proven speech recognition and natural language processing to enable citizens to communicate conversationally so they can get what they need – quickly and easily.

Transforming the citizen experience

By combining speech and natural language technology with human-assisted artificial intelligence (AI), the Maximus IVA powered by Interactions enables citizens to request assistance in a conversational manner ─ as if they were speaking with a live agent. With this improved experience and automated interaction, the Maximus IVA provides citizens with a true self-service option and addresses the problems of current voice technologies, getting deeper into the call purpose and giving agencies enhanced analytics about their customers.

Delivering the art of the possible

Optimize the citizen experience
Customized experiences that adjust to citizen needs, rather than forcing them through a rigid process.
Reduce risk
Leveraging adaptive understanding and multiple recognition networks for storing information to deliver near 100% accuracy.
Provide flexibility
Scalable to easily handle volume spikes and easy integration with multiple databases and legacy systems.

Empowers staff
Allow for more time to be spent on agent training to handle more complex calls.
Maximize agency resources
Automation that increases the productivity of agents, reducing the need for more hiring or overtime and significant cost savings from automating repetitive, transactional requests.
Deliver turnkey and secure surge response
Reliable staffing, technology, and experience needed to rapidly deliver programs on day one.

Conversational AI: Leading-edge, proprietary technology that drives performance

What is conversational AI?
Conversational AI is the set of technologies behind automated messaging and speech-enabled applications that offer human-like interactions between computers and humans. Simply put, it’s how humans can talk with an AI-enabled voice-recognition system as if they were, well, humans.

Conversational AI can enable communication like a human by recognizing speech and text, understanding intent, deciphering different languages, and responding appropriately. Applied Conversational AI requires both science and art to create successful applications that incorporate context, personalization, and relevance within the human-to-computer interaction.

How does it work?

Conversational artificial intelligence combines automatic speech recognition (ASR), natural language processing (NLP), advanced dialog management (ADM), machine learning (ML) to deliver human-like interactions. By recognizing speech and text, understanding intent, deciphering various languages, and responding in a way that mimics human conversations.

Learn more about conversational AI

The power of the partnership

By leveraging Interactions' state-of-the-art technology, we deliver the seamless experiences that citizens have come to expect from their private sector interactions, and deliver an optimal CX for better outcomes.

40 years+

of combined experience enhancing federal Citizen Engagement Centers

A customizable cloud solution in our FedRAMP boundary

The secure cloud imperative is felt by agencies at every level of government. With our IVA, we deliver secure, comprehensive cloud functionality for the Citizen Engagement Center within a FedRAMP boundary.

Discover our FedRAMP portfolio of solutions

On-Demand Webinar: Intelligent Virtual Assistants Enable Better Citizen Engagement

Hear from subject matter experts on:

The benefits of incorporating an IVA into your Citizen Engagement Center
How an IVA can improve the citizen experience
Technology and operational considerations when implementing an IVA

Case Study: Delivering a cost-effective, consumer-friendly Medicare enrollment solution

A national insurance provider turned to the Maximus IVA to help manage their annual enrollment volume spike.

Deployment of the IVA increased call capacity by 500,000+ within 45 days.

Explore the case study

70%

of callers completed enrollment without the need for a live agent

Citizen Journey

Achieving success with citizens requires improved service delivery through a number of active – and nuanced – engagements. We refer to these collective engagements as the Citizen Journey. Our consumer-friendly programs help improve the customer experience (CX) across multiple channels.

Accomplishing enhanced customer service

IVAs are not like IVRs

Explore the differences between intelligent virtual assistants (IVA) and interactive voice response (IVR) and how each solution profoundly affects the character of Citizen Engagement Centers.

Discover the next generation of IVA