How To Make Your IVR Not Suck

How To Make Your IVR Not Suck

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Almost every third person in the world uses a smartphone.  As users’ adoption continues to grow, regular voice calls will come to be seen as quaint. With the rise of conversational AI, consumers have come to expect even more from interactive voice systems.

Their frustration has only grown. More than 50% of survey participants hate repeating themselves. Almost half don’t like waiting to talk to a live agent, according to a recent survey.

An IVR is an automated system that answers incoming calls and provides instructions to customers. It’s been a key component of the contact center toolkit for many years. But, technology is changing. Here are five innovations in IVR software you can deploy today.

Top 5 Benefits of IVR in Call Centers:

Visual IVRVisual IVR is slowly replacing mobile calls. The technology guides callers to the best digital asset helping them get the answers they need faster than traditional IVR. It understands intent and sentiment and directs the caller toward a quick resolution. 

  1. This type of self-service help allows the caller to explore the next best actions. And an immediate response is exactly what customers need right now. They want and need clear guidance and understanding when anxiety is running high. 

    Visual IVR will also help deflect calls when call volume is high, leaving agents available for when a call escalates. 

    Visual IVR simplifies the customer journey. They’re then likely to provide information and select the correct menu option. The technology routes the call to the right agent when the customer chooses to move to a live agent. This also reduces the number of ‘zero outs’ out of frustration with an outmoded IVR tree.

  2. Multimodal engagement at the IVR: By definition, multimodal means several channels working harmoniously to support a single interaction. Incompatible systems often make it impossible to move beyond a single-channel experience. Adding speech to the visual experience powered by AI creates a powerful user experience.

  3. Advanced Conversational AI options: Artificial intelligence allows companies to respond to customers faster and with more accuracy. Google, IBM, Microsoft, and Amazon have invested a lot in developing the written part of AI a.k.a. NLP. Their investment in natural language processing can deliver enterprise-grade customer service at scale.  

    Many software solutions proclaim to offer intelligent virtual assistance. But where is machine learning? Do they enable feedback loops for continuous improvement? 

    It’s also important to determine whether conversational AI engages customers on both the voice and digital channels. Does it recognize intent? Can the technology be responsive in getting your customers where they need to go? Uniphore’s digital virtual customer assistant can and does.

  4. Omnichannel reporting of cross-channel journeys: Help your customer service representatives understand your customer’s journey like never before. Real-time screen pop-ups reduce customer effort and average handling time.  

    See how they reach you and where they stumble. Discover new intentions. Run A/B tests. Improve self-service adoption across all channels, not just within the IVR. 

    Use built-in data visualization tools to analyze every single customer interaction. Commit to a relentless pursuit of continuous improvement. Delight your customers and drive the business outcomes that matter to you.

  5. One low-code automation platform: Only 8% of businesses have all their channels of engagement connected. It’s common practice to build the same process using a different toolkit on each channel. It costs too much and takes too much time. 

    This no longer needs to be the case. 

    By using low-code automation, you can apply AI and automation to your customer service processes. You can harmonize and elevate your existing systems and channels. And, your customers can enjoy a consistent and connected experience.  

    The platform also allows your call center to manage and control the technology and reduce dependence on IT. By refocusing away from IT and toward realigning people, processes, and technology, we treat the cause, i.e. technology at business speed. This lowers the total cost of ownership (TCO) and increases the agility of your customer operations. 

    Your costs won’t multiply as new channels emerge either. Investing in low code automation removes the obstacles to self-service adoption.

Why the Latest IVR Solutions Rule

Artificial intelligence may not be the newest game in town. But offering a fresh approach to employing a virtual customer assistant or chatbot for your customers is. The latest technologies engage customers and prospects on both digital and voice channels. The latest AI, Natural Language Programming and robotic process automation solutions represent new possibilities for understanding your customers like never before. 

And driving positive outcomes to rule.

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