Conversational IVR: transform customer relationship strategy


Every business’s primary goal is to increase growth and value for consumers by meeting and exceeding their expectations. Almost 60% of customers prefer to connect with customer care by phone or email. Customers may not access the company’s customer service branch if it employs obsolete technology, and the personnel cannot be available 24 hours a day, seven days a week. Here is where Conversational Interactive Voice Response (IVR) might help.

But what exactly is Conversational IVR?

When customers call a firm for customer support or any other queries, conversational IVR is a software system that employs voice instructions to allow users to interact with self-service IVR systems. Since its power is by artificial intelligence, conversational IVR is highly efficient. 

The IVR system aims to learn and understand the semantics of different languages and specialities to be a more efficient IVR system than standard IVR systems. It uses natural language processing (NLP) and machine learning to take auto attendants to the next level, allowing for more human-like conversations.

These systems understand the content and context of the conversation, which is an improvement over the slower hierarchal menus and a step forward in consumer communications. After deploying this method, consumers may browse around the menu trees using only voice commands. 

So, instead of being guided via a sequence of prompts in which callers must answer particular questions, conversational IVR allows for more natural interaction with a live customer service agent. They are no longer need to push numbers at critical times, therefore delaying the operation. It is a forward-thinking initiative that will allow customers to self-serve.

What are the perks of using Conversational IVR in Business?

As one of the most crucial contact centre technologies, this system provides various robust features that may create an excellent customer experience while lowering operating expenses and boosting organizational efficiency. This system is most likely to benefit larger businesses that handle a significant number of calls.

  • Conversational IVRs that work well can reduce the number of live agents in half.
  • They enhance call routing and customer management accuracy.
  • Greetings, instructions, and dialogues use to greet callers. The writing, music, and greetings chosen by the firm, like a website design or a logo, tell volumes about the brand.
  • Having an IVR system is consistent with the company’s policies promotes coherence and consistency, resulting in a strong brand image for customers.
  • The more effectively callers are directed to the appropriate resources, the more money the firm will save.
  • The IVR system proves to be a helpful tool in building customer relationships by combining self-service with personalization.
  • The flexibility of IVR systems enables the creation of a simple proof of concept implementation to test various use cases before using it for organizational functions.

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