Definition: An IVR (Interactive Voice Response) is a computerized telephony system that allows individuals to interact with a phone system through voice and touch-tone keypad inputs. When set up with voice recognition software, data can be gathered through voice instead of touch tone.
What are IVR challenges?
One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment.
What makes new IVR systems better?
New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.
Why is an IVR Important in a Call Center?
An IVR can significantly improve the call center experience by reducing wait times, improving call routing, and enabling self-service options.
How to Measure the Effectiveness of an IVR?
The effectiveness of an IVR can be measured using metrics like first call resolution, customer satisfaction, and average handling time.
How to Improve the Effectiveness of an IVR?
Regularly updating the IVR scripts, training the AI with more data, and using advanced AI solutions like OpenQuestion can enhance the effectiveness of an IVR.
Enhancing the IVR Experience with OpenQuestion
OpenQuestion uses advanced AI techniques to understand customer needs and route calls efficiently, improving the IVR experience and reducing handling time.