What is Conversational IVR and how it can improve business efficiency
Conversational IVR, or Interactive Voice Response, is a technology that allows businesses to automate phone interactions with their customers. It works by allowing customers to use their voice to navigate through a series of menu options, providing information and assistance as needed. While traditional IVR systems can be inflexible and frustrating for customers to use, conversational IVR utilizes natural language processing (NLP) and artificial intelligence (AI) to create a more human-like conversation. This technology can significantly improve business efficiency by streamlining customer service, reducing the workload for customer service agents, and improving the overall customer experience.
One of the key benefits of conversational IVR is its ability to handle a large volume of calls quickly and efficiently. When a customer calls a business, they are typically greeted by a recorded message that guides them through a series of menu options. These options might include things like “press 1 for sales, press 2 for customer service, etc.” While this system can be effective in routing calls to the appropriate department, it can also be frustrating for customers who may not know exactly what they need or who have a question that doesn’t fit neatly into a pre-determined category.
Conversational IVR, on the other hand, allows customers to simply speak their question or request into the phone. The system uses NLP to understand the customer’s intent and route the call to the appropriate department or agent. This process is much more efficient and intuitive for customers, as they don’t have to listen to a long list of menu options or guess at which option best fits their needs. It also reduces the workload for customer service agents, as they are only connected with customers who have a specific question or problem that requires their assistance.
Another benefit of conversational IVR is its ability to gather and analyze customer data. As customers interact with the system, it records their responses and tracks their interactions. This data can be used to identify patterns and trends, which can help businesses better understand their customers’ needs and preferences. For example, if a large number of customers are calling with the same question, the business can use this information to update their FAQs or training materials to better address this issue. This not only improves the customer experience, but it can also reduce the workload for customer service agents, as they won’t have to spend as much time answering the same questions over and over again.
In addition to improving customer service and gathering data, conversational IVR can also help businesses reduce costs. By automating certain interactions and routing calls to the appropriate agents or departments, businesses can save money on labor costs. Additionally, the system can be programmed to handle calls 24/7, which means that customers can get help or information at any time, even outside of regular business hours. This can be especially useful for businesses with a global customer base, as it allows them to offer support to customers in different time zones.
While conversational IVR can be a powerful tool for improving business efficiency, it’s important for businesses to implement it in a way that is thoughtful and considerate of their customers’ needs. This means ensuring that the system is easy to use, providing clear and concise information, and giving customers the option to speak with a live agent if they need additional assistance. By taking these steps, businesses can use conversational IVR to enhance their customer service and improve the overall customer experience.
In conclusion, conversational IVR is a technology that utilizes NLP and AI to create a more human-like conversation between businesses and their customers. It can significantly improve business efficiency by streamlining customer service, reducing the workload for customer service agents, and gathering and analyzing customer data.