What is GOCare SmartVoice?

GOCare SmartVoice transforms the traditional IVR into a smarter, more flexible voice experience—helping service providers route calls, deliver real-time information, and deflect unnecessary support volume through automation and intelligent self-service.

GOCare SmartVoice is an intelligent voice response module built specifically for broadband providers. It extends the GOCare platform into the voice channel, allowing subscribers to call in and interact with a dynamic, automated system that understands account context, delivers relevant updates, and routes calls appropriately.

Unlike static or hard-coded IVR menus, SmartVoice is dynamic, data-driven, and tightly integrated with the rest of the GOCare ecosystem—including Messenger, Connect, and OutageIQ. Whether it's confirming a balance, checking for outages, or escalating to a live agent, SmartVoice improves customer experience while reducing unnecessary call volume.

• Uses real-time account and network data to determine the best routing path.

• Can escalate to a live agent, direct to voicemail, or trigger an SMS follow-up.

• Helps streamline operations by connecting customers to the right place, faster.

• Delivers automated voice responses based on customer status:

  • “Your account is past due.”

  • “There is a service outage in your area.”

  • “Your next appointment is scheduled for tomorrow.”

• Works in sync with Messenger and OutageIQ to ensure consistency.

• For known outages or payment issues, customers can be routed to automated updates instead of agents.

• Reduces support center strain during high-volume events.

• Supports callback requests or SMS deflection when applicable.

• Recognizes callers based on phone number and account match (when available).

• Customizes the experience based on account type, location, or customer segment.

• Enables priority routing or VIP logic when configured.

• Calls are routed based on dynamic conditions like:

  • Account balance

  • Service status

  • Scheduled maintenance

  • Time of day or business hours

• GOCare builds and maintains this logic in coordination with your business rules.

• Messenger: SmartVoice can trigger outbound texts or respond with payment links via SMS.

• Connect: Calls escalated to live support appear in the customer’s communication journey.

• OutageIQ: If there’s an active event in the caller’s area, SmartVoice can announce it and avoid unnecessary transfers.

• Voice prompts are recorded using your brand voice or GOCare’s default voice talent.

• Menu options are customizable and can change dynamically (e.g., announce known issues).

GOCare SmartVoice makes your voice channel smarter—automating repetitive tasks, improving customer experience, and empowering your agents to focus on more complex issues. Whether you're dealing with high call volume, outages, or collections, SmartVoice provides a modern, integrated voice solution that works alongside your digital channels.

Curious about how SmartVoice could improve your call flow? Visit our website to schedule a demo.