Why Conversational IVRs
DTMF (dual tone multifrequency) key press and single word recognition is old technology. Today, we can use IVRs that speak and understand: asking the caller for information at the beginning of the call, who then only needs to state the reason for their call - very simple, very intuitive.
This means that the grammar of the system naturally understands speech, such as complete sentences and even technical terms.
The dialogue is no longer menu-driven: requests are understood systemically and can be dealt with immediately, taking the customer directly to the right place without a time-consuming menu system.
Do IVRs understand everything?
If an utterance is not understood or thought as ambiguous by the IVR system, it can effortlessly switch the dialogue to a menu-driven structure and ask clarifying questions to clearly determine the customer’s intention.
The structure of your Conversational IVR could look like this:
Greet your customers friendly and individually with your company name.
2/ Ask for the reason of the call
The voice bot asks for the reason for the call, and the caller can simply verbalize the request in one sentence.
If you want to offer further self-services in the IVR, or if you want to shorten the processing time for the employees, you can already query the callers' data in the voice portal. Usually, by asking the customer for their telephone number or customer number.
In addition, other intelligent functionalities, such as voice biometrics, can be integrated. This allows callers to identify themselves in the system by their voice. This saves time and customers do not have to search for their login information.
4/ Self-service or information prompt
Simple procedures such as a line measurement, a request for an order status, or setting up a callback service, can be done well in the IVR by the bot through self-service. In addition, the bot can also give excellent simple information to the callers via an information prompt.
Afterwards, the callers can still be asked whether they would like to receive personal advice from a call center employee.
5/ Forwarding to the call center or ending the call
At the end of the call, the call can be forwarded to a customer service team. All the information collected by the IVR during the call is both used to route the call to the right place, and also passed on to the staff so that they can get straight to work on the caller's request and save precious time.
Provided that everything has been clarified in advance with the voice bot, the call can also be ended in the IVR.
More advantages of a conversational IVR
Quick assistance with no long waits
Give your callers the opportunity to receive simple information without long waiting times.
Reach the right person efficiently
All information collected in the IVR is automatically forwarded to the right call center agent for further processing of the request, if necessary. This means the customer never gets passed around multiple agents, where agents must forward calls to colleagues and callers have to explain the same issues repeatedly.
24/7 availability and maximum flexibility
IVR systems can answer calls around the clock to provide important information. If important changes need to be communicated to all customers at any time, ad hoc announcements can also be easily and quickly integrated into the IVR by TTS.
Allow staff to flourish
With an automated IVR, customer service staff are not held up explaining simple questions over and over again and can therefore focus on more complex issues. As intelligent as Conversational IVR may be, it will not replace the need for human contact. Thus, we see Conversational IVR as a complement to, not a replacement for, Customer Service Representatives.
Address Customer Problems
At VUI.agency, we take a user-centered approach to all AI solutions. This means that we look at the dialogue from the user's point of view. What do they need? What information helps them? How can users reach their goal quickly?
In this way, we create IVR systems that your users like to use and that really support your company in customer service.