What is the future of IVR-based telecom services?
3 min read
As we have already discussed in the previous blog about what is IVR and its Benefits, it’s time to advance in the discussion about how important IVR usage will be in the future!
IVR of Interactive Voice Response is an automated system integrated into a business’s telecom system especially to handle and streamline the call flow. In simple terms, customer support teams mostly use this service.
IVR has numerous benefits in its application and also, and there are some advanced types with voice recognition.
While used by a customer support team, IVR can control call flow, enabling the agents to concentrate on the client’s or customer’s issue and think about the call burden he has to face.
Interactive Voice Response, while routing calls also solves most of the customer concerns with its pre-programmed options.
Industries that use IVR:
As we all have heard of an IVR at some point in the past. It is useful to companies or industries that have to answer a great number of customers. But, the most probable industry is Telecommunication, as customers call customer support for their inquiries, needs, issues, or complaints.
In addition, Banks use IVR as an extension of their customer service 24/7. Similarly, airlines, insurance companies, hospitals, etc.
Where does IVR stand in the future?
Now, this is to understand that everybody gets benefits as it guides the customer towards self-service. The customer can get his requirement sorted in most cases.
Yet, more than half of the customers wish the live agent assistance. In fact, this is feasible as the customer, if intends to reach out to the customer care team, is facing an issue that is worth listening to.
Most of the time, customers yell at the agents after bearing some time with IVR till their call is routed to the agent. In such a case, we could expect customers to voice out stress, frustration, or even anger.
A chatbot is a true diversion in customer support where customers can interact with a live agent for his queries or assistance.
Again, a chatbot has its own menu of the questionnaire before the live agent replies the customer. The pre-programmed list of questions in the chatbot might ask the customer about his details. It also asks what he is looking for to forward his information to the sales or the customer care agent for further assistance.
However, according to a recent survey, there is an increase in the number of operational call centers and that beckons a need for more IVR with advanced technology.
Chatbot has a great benefit when compared to IVR. If it exists, the main disagreement of customers with the unwanted menu is pre-programmed with generalized queries for the customers.
With the advancement of technology, integrating artificial intelligence will always help organizations to reduce problems.
Voice and AI combinations are probably personal voice assistants. For example, Siri and Alexa. Moving forward with time, there is an estimation that billions of more voice assistant users will come in the future.
The visual IVR is an advanced form of the traditional one. Customers can interact through the visual interface or by touch/click commands. It can lessen the call duration by more than 3 minutes minimizing the AHT (Average Handling Time) of your customer support agents.
NLP and NLU:
Both the NLP (Natural Language Processing) and NLU (Natural language Understanding) are the interfaces between the user and the system to process his requirement. NLP is part of the interface and it processes the voice understandable to the system and it determines the necessary action through NLU to reduce the call duration and the waiting time.
The scene in the past was not as it is in the present day. Companies must maintain a dedicated team to maintain and program the IVR system. It is hard re-program if the company intends to.
But, today, organizations use cloud-based IVR, which is flexible and easily scalable. Besides, nothing is much tough to install, maintain, change or unsubscribe from in the digitalized world.
Cloud IVR is extremely flexible, where your call center agents can program auto-attendants and could plan and edit the questions with voice prompts. This is how a call center team can customer the IVR based on the requirements.
Such technologies can save time and solve customer issues simultaneously with better customer satisfaction.
Thanks to the technology, IVR service providers are enhancing the quality of the call, Services, customer engagement, and solutions by providing access to information.
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Published: August 29th, 2022
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