Marie Angselius Schönbeck, Chief Impact Officer at Teneo,ai, talks about how traditional IVR is not useful anymore. Furthermore, she emphasizes the importance of customer service in today’s business landscape.
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Under the pressure of cost reductions, call centers need to rely on technology to support their customers. However, some IVR solutions create inefficient and frustrating experiences, leading to poor customer satisfaction and lost business.
To address these issues, businesses are turning to newer technologies. One of these, is conversational IVR which is used to support customers and human call center agents. Juniper Research found that AI technology reduced business costs by $8 billion annually by 2022. Additionally, Accenture predicts that AI will increase business productivity by over 35 percent before 2040 in the US alone.
One successful example of implementing conversational AI is Swisscom’s use of OpenQuestion. The company uses Conversational IVR to enhance the customer experience in its contact centers. By allowing customers to explain their matter in their own words, Swisscom was able to direct them to the right team. As a result, their contact center has experienced a significant increase in NPS scores.
The solution is able to understand customers as they explain their issue in their own words and language. It can communicate in national languages (German, Italian, French and Romansch) and even in non-written Swiss dialects. Transactional NPS scores have sky rocketed by +18 points.
To achieve great customer experience (CX), it’s essential to focus on the right targets when measuring success, including Net Promoter Score, conversion rate, transfer quota, and automation quota. However, it’s important to remember that introducing conversational IVR into an organization should not create fear in employees and partners. Instead, it should be introduced transparently, with a focus on upskilling staff to build expertise in areas that AI can’t handle.
Follow Marie on LinkedIn for more insights and to learn about CX in 2023. Contact the Teneo.ai team to learn more about how to enhance your traditional IVR with OpenQuestion.