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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);
- 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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