I Have a Smartphone. So Maybe You Could Show Me What You’re Talking About?

Hollis Chin | July 24, 2015

The best part about a smartphone is the visual display. Recently I got an email from an online retailer saying that an item I bought was back-ordered. I wondered if my credit card had been charged. So I called my bank from my smartphone to check. The IVR (Interactive Voice Response) system I reached asked me to authenticate myself with my PIN. “A good start,” I said to myself.

Then the IVR voice asked what I was calling about. It was smart enough to understand when I said “check my credit card charges.” Pretty good natural language, I thought.

So far, so good.

But that’s as far as the goodness went. The IVR voice proceeded to read out a long list of my recent charges.

1.You can imagine how painful it was listening to a long list of charges, trying to hear the charge from the retailer.

2.The IVR failed to ask if I was calling from a smartphone. If it had, it could have made use of my smartphone screen and “show me” the charges.

I knew there was a better way.

Today it is possible to make an IVR web-aware and bring a mobile experience to the IVR. If I told it I was calling from a smartphone, the web-aware part would then make it possible to show me the list of charges, beautifully formatted for my phone. And it would do it based on web technology, so I wouldn’t even have to download an app.

If the IVR at your company can’t do that, take a look at this infographic: “Make Your IVR Web-Aware for Today’s Digital World.” You’ll see, instead of hear, some pretty compelling reasons why a visual IVR is a great way to make tasks fast and easy for customers.