Voice-Guided Experience
An AI-powered, simultaneous voice and visual experience that lets users speak with an AI Agent while following along on a synchonized mobile screen–without switching channels or losing context
Keep the Conversation Going —While Tasks Get Done Visually
Today’s digital journeys are often form-driven, fragmented, and difficult to complete — especially when tasks get complex. Voice-only systems lack precision. Digital forms demand attention and typing. And most “omni-channel” experiences still force users to switch channels and repeat themselves.
Voice-Guided Experience changes that:
Persistent voice guidance while users complete tasks on their mobile screen.
Real-time voice and visual synchronization that reflects spoken and on-screen input instantly
Rich visual task completion for forms, selections, and document uploads without leaving the call.
Increase task completion rates for complex, voice-led interactions.
Reduce abandonment by eliminating channel switching and repetition.
Deflect costly inbound calls with a 24×7 AI concierge that guides users end to end.
Voice-Guided Experience for Medicaid Redetermination
Voice-Guided Experience for Disability & Leave Claims
Intelligent, Human-Centered Engagement Across the Customer Journey
Adaptive Reasoning & Guidance
The agent dynamically adjusts questions and next steps in real time based on user intent, while maintaining a single unified voice + visual session.
Smart Interaction Design
Voice guidance is paired with the right visual controls at the right moment, enabling precision without slowing the conversation.
Concurrent Experience
Voice and visual interactions run simultaneously with no handoffs, re-authentication, or loss of context.
Enterprise-Grade Trust & Control
Built on Ushur’s agentic platform with enterprise-grade security, compliance, governance, and full auditability.
Trust Built-In
We know PII and security are a top concern. The Ushur CXA platform is HIPAA-secure, TCPA compliant and is HITRUST and SOC2 certified. Rest assured your working in a highly secured platform.
FAQs
Contact sales to request a pilot demo; our standard approach is a scoped pilot that proves task completion and compliance before full deployment.
What is the Voice-Guided Experience?
An AI-powered, multi-modal capability that lets customers speak with an AI agent while completing tasks on a synchronized mobile web screen — voice stays active as users follow visual prompts to finish forms or transactions.
How is this different from traditional IVR or voice-only systems?
Unlike IVR, it’s concurrent voice + visual: the system provides persistent voice guidance while users interact with a secure visual experience, reducing channel-switching, repetition, and errors.
Who is this for?
Enterprises and contact centers in regulated industries (healthcare, insurance, financial services, etc.) that need secure, high-accuracy self-service and continuity across voice and web.
Inbound, outbound, or both?
Both. The capability supports inbound self-service and outbound voice campaigns (via supported vendors such as Twilio and AudioCodes).
How does it integrate with my existing IVR or contact center?
It integrates with IVR/telephony (AudioCodes/Twilio) and supports unified CCaaS escalation to live agents, preserving conversation context and contact data during handoffs.
Do customers need to download an app?
No — the system sends a secure, synchronized mobile web session link so users can complete tasks on their device while remaining on the voice call.
What languages and voices are supported?
The voice channel supports multiple vendor voices (e.g., Azure voices, Polly) and configurable language handling; the system can detect the caller’s language and respond appropriately. Multi-language support is integrated into Studio.
How do you ensure security and compliance (PHI/PII)?
Designed for regulated industries — includes healthcare-grade safety/compliance signals, PHI/PII guardrails, and real-time observability for audit and debugging.
What are the technical prerequisites to launch?
Voice Guided Experience does not require additional technologies. However, if live agent escalation is required, a CCaaS platform must be provided to allow for automation-to-agent transfer.
How long does deployment take?
Deployments and pilots can launch in days to weeks; full enterprise rollouts depend on integrations and scale. (We recommend an initial pilot to validate flows, languages, and handoffs.)
What success metrics should customers track?
Key metrics: AI-handled call rate, task completion rate for target use cases, time-to-resolution, handoff rates to live agents, and latency/response times — all measurable via platform analytics.