An intelligent IVR allows customers to interact naturally, understands their open-ended asks, asks questions to clarify intent and treats each journey as a conversation.
A modern IVR understands the natural every day speaking language that customers use. It keeps more customers engaged throughout the IVR journey, and customers don’t request a transfer to an agent.
Combine IVR with digital and messaging channels to reduce hold times and deflect calls to a low-cost channel. Enrich the experience by orchestrating a seamless transfer with relevant context.
A modern IVR increases first call resolution, reduces repeat contact, and reduces agent transfers. It also decreases the agent average handle time (AHT) by passing more context.