When it comes to customer support, the voice channel still reigns supreme. It’s time to modernize your IVR with AI-driven text-to-speech (TTS) solution powered by industry-leading conversational AI.
Most IVR systems are stuck in the nineties. While IVR has been a customer service workhorse for decades, routing billions of calls and enabling basic self-service, they frustrate today’s digitally savvy customers. Outdated features like touch-tone inputs, poor speech recognition, robotic voices, and confusing menus lead callers to “zero out”—or hang up.
Today’s customers want to self-serve and get things done fast. They want to be able to switch seamlessly to a digital channel or transfer to a live agent if needed. And they expect brands to know their journey and move them within and across channels, without losing context. Legacy IVR systems can’t deliver on these expectations. That’s why in the digital age, it’s more critical than ever to upgrade your voice channel with an intelligent IVR.
When customers call your business, they don’t want to feel like they’re talking to a bot. When you set out to modernize your IVR and make the experience better for your customers, keep these key factors in mind.
Long IVR menus and messages are frustrating for callers. They want intuitive, humanlike interactions—which means speaking naturally and getting fast results.
Customers want brands to know them and anticipate what they’re trying to do. Understanding precisely why they are calling and where they are in the journey helps you resolve issues quickly in the IVR.
No one likes to wait in a long queue, which is why callers are happy to switch channels rather than waiting on hold. When they move from voice to digital, they want a smooth transition—without having to start over.
Customers expect secure IVR interactions as they will be sharing sensitive personal or account information. But most authentication systems are complex, making callers jump through hoops to verify their identity.
To make sure your callers have a positive customer service experience, you need a good chatbot that can engage and understand the customer. Look for the following assist features to ensure customer satisfaction.
Choosing an IVR service affects your whole business, from brand image and customer engagement to lead generation and loyalty. Plus, it monitors your consumer data and reduces costs. With the right solution, brands can expect to see the following business benefits.
Delight customers and stand out from competitors with an IVR that supports humanlike conversations, powered by the best technologies.
Create business rules and connect to key enterprise systems so your IVR can understand a broad range of customer requests and complete transactions.
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.
Increase first call resolution, reducing repeat contacts and agent transfers. Decrease average handle time (AHT) for escalated inquiries by passing along more context to the agent.
[24]7 Voices conversational AI leverages state-of-the-art AI, predictive analytics, and Microsoft speech technologies (advanced speech recognition and neural text-to-speech) to increase self-service 20-40% compared to traditional IVR. Voices is an enterprise-grade, standards-based cloud solution that seamlessly pairs with digital channels on the [24]7.ai Engagement Cloud platform. Drive more meaningful interactions across channels.
Don't take our word for it. [24]7.ai is rated a conversational AI market leader by Forrester, Opus, and Ovum. We power [24]7 Voices with the latest natural language processing, deep neural networks, speech recognition software, neural-based natural speech synthesis, and predictive analytics to deliver smart, intuitive, and humanlike experiences.
We achieve industry-leading IVR containment rates (70%+) with our deep conversational AI expertise. When you anticipate what your customers are trying to do, you keep more callers in automated channels and serve them better.
[24]7.ai is the leader in building intent identification models, enabling Day Zero bot deployment for key industries. Our vertical natural language models enhance self-service, expedite resolution, and decrease average handle times—making speech experiences smart and easy.
[24]7 Voices runs on a unified self-service platform that breaks down the barriers between digital and voice channels. We use common business logic, advanced application development, model creation, and a prediction layer that spans all channels (IVR/virtual assistant, chat, and messaging) and modalities (voice and visual/touch).
Bring your most popular customer support channel into the digital age with an intelligent IVR powered by conversational AI. Contact us today to get started.
