Engaging Automated Experiences for Complex Customer Needs
Interactive voice response (IVR) systems originally enabled customers to interact with your brand through their telephone keypad, pressing numbers to route the call to the correct agent or department. While traditional IVRs still have an important role to play in the call center today, IVR technology has evolved to creating more engaging experiences for customers through conversational and visual IVR solutions.
Today’s IVR systems are capable of managing more complex customer needs; for example, they enable banking customers to quickly check their balance or transaction history, insurance customers to inquire about the status of a claim or retail customers to find out when an order will be delivered. IVR systems deflect calls from agents, freeing up their time to focus on more complex tasks, while delivering a fast, easy, 24/7 service for customers, driving satisfaction.