IVR is one of the most consistently bad customer experiences and often the first thing consumers associate with customer service. But it doesn’t have to be!
When entering a retail store, no employee would say “Hi, would you like English or Spanish?” and then followed by “Would you like to find an item, return an item, order something, etc.” So why do we treat customers this way on the phone?
Legacy systems are tree-based, essentially reading off a list of folders and subfolders like windows explorer. This makes them tiresome, difficult to navigate, and impersonal. Conversational IVR can quickly change all of that.
Using artificial intelligence to help customers naturally, they can express their needs from the start, instead of delving into the depths of an IVR system until they hear something vaguely relevant. Conversational IVR powered by Cognigy.AI can:
- Enable callers to freely express their needs in an unstructured way not tied to menu prompts
- Gather initial information (qualification) about callers
- Identify and verify callers
- Intelligently route customers to the best person based on custom criteria
- Be integrated with backend systems so users can carry out tasks such as ordering, returning, rebooking, and so forth versus just being routed to a person.
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