3, August 2017
How has your recent call to the contact center been? Great? Good? Or tragic and unresolved?
You have all gone through complicated self-service menus when reaching out to contact centers. And have often been frustrated with the multiple menus that need to be dealt with to reach an agent and solve a simple problem or ask a quick question. These self-service automated systems may have reduced costs for enterprises, helped increase problem-solving capabilities or have been technology breakthrough in the past, but ten years later you, as customers have increased expectations while the enterprises are still using the same technology.
According to Gartner, by 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human.
This is exactly why customer perceptions, needs and wish-lists have been reflected into the digitally disruptive technologies that enterprises are investing largely on. It doesn’t just understand the way you think but it predicts the need, adds personalization and is available on the touchpoints that are frequently used.
Conversational IVR is the answer to the complicated Interactive Voice Response menus for enterprises. This new generation system allows customers just like you to glide through calls to the contact center. By using intelligent voice-activated services it can resolve issues within the IVR.
Conversational IVR enables callers to have a natural dialogue with the automated engine using everyday language to find answers and achieve desired results quickly. These human-like interactions strike a balance between increasing customer asks by delivering an intuitive service experience because of its easy access to information. They can also foresee a their need and interact with them on a personalized level, similar to a live agent interaction.
But what does conversational IVR aim to fix:
a) Complex IVR menu structures
b) Changing customer expectations
c) Ease of use across touchpoints
d) Spike in call volumes
Complex IVR menu structures
Say goodbye to complicated IVR menus. With conversational IVR, you can talk your way through the simple menu structure quickly because of its intuitive integration of data. By using speech recognition tools and customer information, the application picks up the preferred language of conversation. This eases the access of conversation further on.
At the onset of the call, customers can be recognized immediately based on the caller ID and other details. This translates into a personalized conversation with questions and answers thrown back and forth between the automated operator and the customer to take them through the IVR in an effective manner and resolve issues faster.
Changing customer expectations
Access to information through multiple channels influence expectations. This is regarded as one of the reasons why enterprises are switching to conversational IVR. Just like you comfortably interact with virtual assistants like Google Now or Siri, the conversational IVR application ensures a smooth and easy conversation with a live operator.
It understands natural and spoken dialogue using natural language understanding (NLU) technology. When combined with intuitive analytics, data integration, and advanced dialog design, it allows enterprises to understand customer language and sentiments. This two-way interactive dialogue is a less structured conversational way of interaction with the end user.
The same model can be replicated to suit the actions of individual enterprises. And can be tailored to meet unique goals of enterprises.
Ease of use across touchpoints
As an add-on, conversational IVR allows enterprises to gain deeper insights into what customers do on other channels. As it follow their journey maps, it can help predict the intent behind the call and reduce the time for problem resolution.
For example, if you try to withdraw cash from an ATM but the card is swallowed by the machine. By connecting the data sources from the channel, the enterprise’s automated system would be able to predict the intent of your call by putting two and two together.
Spike in call volumes
If enterprises have a strong self-service system with a conversational IVR, it will be able to manage a maximum number of calls during seasons of spikes including festival spikes and unpredictable spikes. As an effective way to manage spikes, the automated system can help resolve a third or more of calls by predicting customer intent and quickly providing information to them when they needed it.
For example, if you have a failure in a Black Friday sale transaction, the intuitive nature of the IVR could help identify the issue of the transaction and help to complete the transaction by guiding you through the process.
The traditional IVR system at the onset of its implementation aimed to lower costs while providing a consistent experience. But as time progressed, those models had to adapt to new age technology by keeping up with the needs of customers. And conversational IVR is one way it can help enterprises bridge the gaps that the traditional model failed to cover.