Conversational IVR applications
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Conversational IVR applications to improve your customer experience in phone services.
Tradicional IVR systems have been built as limited DTMF and direct IVR dialogs for a long time. Yet it is not a secret that the experience using those solutions has is rather poor. In 70% of those interactions, the end users end up frustrated; at “best” case scenario are rerouted to a human agent. In the less fortunate cases, they will just hang up.
70% of existing DTMF or Direct Dialog are frustrating phone callers
Today, Conversational IVR applications are offering a very different form of smart speech interaction, that allows the user to freely talk when they interact with a machine. The customer no longer needs to adapt himself to the machine, by clicking digits or repeating certain words — No — now the customer talks and the machine will do whatever it takes to understand the request and provide with a precise and accurate reply.
Conversational IVR dramatically improves customer experience (CX)
A Conversational IVR application uses AI (deep-learning) backend services to increase the accuracy of the automatic responses and therefore improves the conversation’s success rate by more than a 100%. This is translated into 30%-60% decrease in agent-based calls (you can figure out the costs implications);
Smart IVR platforms are designed to deploy an advanced dialog experience with an affordable cost and running most of existing Cloud Speech API and Natural Language Understanding (NLU) developments.
In summary:
- Carrier grade, scalable, load balancing…
- Open standard based on W3C VoiceXML
- Full cloud deployment for multiple services
- SIP Connect integration ready
- Cloud Speech API for TTS and ASR
- Easy integration for NLU and Chat bot engines
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