Why Intelligent IVR is Today's need?

Conventionally when IVR comes into mind people think of call-center's. Call center's uses the IVR systems to identify and segment callers. The ability to identify customers allows services to be tailored according to the customer profile. But the reality is that companies from every industry benefit from Interactive Voice response be it Banking, Healthcare and can be used for Survey purpose.

Using an IVR system allows banks to automate simple processes, save time, reduce costs, improve customer service, and save their agents for complex calls. Few examples are.

• ?to perform to make small transactions, like money transfers or pay bills.
• providing callers with information on product offerings such as loans, interest rates, credit cards
• to use an IVR system is to collect information to improve customer service.

?Technology evolution has significantly improved the user experience that callers has lived starting from cumbersome DTMF way to Voice command (Speech Recognition) and now to the natural way of conversation (NLP) with the IVR systems.

Standard IVR -The way caller communicate with automated phone system has changed as the technology has evolved over the time. Earlier callers interact with a computer-operated telephone system through Dial tone input from a keypad. Dialing the digit on their keypads is slow and cumbersome.

Speech connect IVR - With the introduction of speech recognition system callers used their Voice to connect with automated systems. It helps in getting away with over complicated Menu system but has rigidity in grasping of Voice commands.

Intelligent IVR - Using the power of Natural Language Processing along with speech recognition callers can connect with automated systems in natural way instead of listening the pre-recorded message explaining the options in a menu. This creates a more natural experience for the caller and often one that’s faster and more efficient.

Value adds that Intelligent IVR system provides.

Intelligent IVR embedded with NLP can answer open-ended questions such as “How can I help you in managing your account?”. As you can imagine, callers appreciate this?conversational AI based approach?to customer service because it gives them the similar experience as if he is in conversation with his friends and family and not with some with system . It’s also a much faster way to navigate the IVR because callers can get to the point right away.

• ?Freedom from Over complicated Menu with free flow conversation
• Frictionless experience with natural conversation experience
• Saves times without been stuck in overwhelmed complicated Menus.
• Ease of use as do not require any specific learning to use the system.

More Intelligent IVR business use case

-?????????Customer feedback on new products can be of natural dialog type instead of based on fixed options.

-?????????Healthcare domain where Patient can have true experience as if he is communicating to experts over IVR.

-?????????Networking domain to automate the network engineer task in natural conversation.

-?????????Even IVR can also be used to provide a more sophisticated?Voice mail experience to the caller with frictionless experience.

Keep exploring and visualize the power of Intelligent IVR!

References

https://en.wikipedia.org/wiki/Interactive_voice_response