What is IVR and How Does it Work?
An Interactive Voice Response (IVR) system consists of automated software that provides responses to caller queries. It typically does this by giving callers a set of options, which can be selected using voice commands or the keypad on their phone. It also serves to connect callers with the customer service agent or department they need to reach.
IVR typically allows callers to self-navigate through various sets of options. Some IVR systems, like Ameniti’s, can perform tasks such as paying bills, accessing checking accounts, verifying an address, changing a password, and more. This means your callers can resolve many of their issues without ever interacting with a live agent.
Advantages of IVR
Improved Service
Zero wait times due to unlimited virtual agents.
Agents are free to focus on the complex issues that require human assistance.
Savings
Enabling customers to solve problems on their own reduces your company’s need for agents and other staff.
Flexibility
Answers can be updated instantly at any time to cover questions related to promotional campaigns or unforeseen events.
Management
IVR systems can deliver conversation transcripts, real-time statistics and benchmarks to help you track your progress and identify ways to improve your business.
Infrastructure
IVR can be used as a standalone service, or in conjunction with existing infrastructure like an ACD and or PBX, which will redirect calls based on the options a customer chooses.
When IVR is deployed in the cloud, CapEx is significantly lower.
How AI Changes the Game
From “Press 1 for Accounting” to “How can I help you today?”
Thanks to improvements in voice recognition, IVR has moved from recognizing simple voice commands to engaging in full conversations.
With the nature of machine learning, IVR continuously improves its own answers, as well as its understanding of conversation contexts, over time.
AI-assisted IVR goes a step beyond the flexibility of changing answers with a superior level of personalization and care. Through AI, IVR systems will understand increasingly complex tasks and will introduce more conversational answers, while staying consistent with your company's messaging and business processes.
Another benefit is multichannel interconnection. AI-assisted IVR can provide callers with information via other channels such as SMS or email. Certain material not suitable for the phone can be sent directly to callers to further save time.
Implementing IVR for Your Business
We’ve seen firsthand the power of IVR, and would recommend it to any type of business, big or small. The right provider will work with you to ensure the best structure and service. We’re happy to help if you’d like to talk!