Interactive voice response also known as IVR is a computerized phone system that blends pre-recorded messages , or text-to-speech technology with a dual-tone multiple-frequency (DTMF) interface to communicate with users, allowing them give and retrieve information without the need for a live agent. In the event that an IVR system is unable to retrieve the information the customer is searching for the menu options programmed will assist in routing customers to the right representative to assist. By integrating telephony and computer technology, IVR software can improve the flow of calls and decrease the wait time, which results in better general customer satisfaction.
Moviefone was among the most well-known and profitable applications of IVR technology in the 1990s. Because the internet wasn’t as readily accessible back then like it is now movie lovers would dial in and enter their zip code in order to receive the list of movie theaters close to them, along with their movies and times of the show. Although Moviefone was a service from an earlier time, the core technology is still used, mostly within call centers to provide customer service and reduce the number of calls for customer service reps.
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Nowadays, IVR software is also developing. The advancement of the technology for natural language processing increases the number of methods that callers are able to communicate with computers over the phone. Instead of using the touch tone system, more sophisticated IVR software lets callers express their requirements on the phone. Through speech recognition, the IVR system will be able to understand and respond to queries in real-time.
IVR systems enhance the experience of customers by providing an easy way for customers to get the information they require, without the assistance of support. They also decrease the number of calls for contact centers, thus reducing waiting times and expenses for businesses.
How do you use interactive voice response
Interactive voice response telephone system typically comprises the following elements:
A network of TCP/IP to provide intranet and internet connectivity.
Databases that provide IVR applications with pertinent data
A web/application server that hosts you can host the IVR software applications reside. The server is able to host multiple applications that are created in VoiceXML. For instance, there might exist applications that deal with call centers. sales calls, and speech-to-text transcription.
From this point the three kinds of IVR systems is usually built.
Touch-tone replacement: This method will prompt callers to use the touch-tone keypad for accessing information. For instance, a pre-recorded message might read, “Press one for store hours,” and the caller will respond by saying “one.”
Directed dialogue: This kind of IVR gives specific prompts for the caller based on their question. For instance the recording could inquire, “Are you looking for information about store hours or locations?” The caller may reply by saying “store times.”
Natural Language: The modern IVR system makes use of speech recognition in order to recognize user needs. For instance, the system will ask “what information are you searching for this moment?” and the caller could respond by saying “I’m searching for store hour information” or similar phrases.
The benefits of interactive voice response
IVR technology provides companies competitive advantages and enhances their automation processes. The benefits of IVR technology include:
Effective call routing: After receiving pertinent information from the customer, IVR solutions route calls to the right call center agent decreasing wait times and improving first contact resolutions.
Lower operating costs: IVR systems are incredibly efficient in terms of cost. They can not only decrease the volume of calls to Customer Service representatives and can also extend access to information in off-peak times of the day, for example, weekends, evenings and holiday hours.
Error Reduction: When implemented effectively, IVR systems will help reduce the number of errors that occur during the customer service procedure since it doesn’t rely on human service representatives to make notes and direct the calls correctly.
More security: Some IVR systems include technology for voice recognition to confirm the identity of a person providing an additional measure of safety. This is especially useful when dealing with sensitive personal information like phone and social security numbers, savings and checking account details, as well as lab results from medical appointment.
The challenges of interactive voice response
Although interactive voice response may provide advantages to businesses however, it has limitations that it must solve and make better use of.
The overcomplicated IVR menu choices: Although IVR technology has the potential to simplify process of calling within the call center, it may be a source of frustration for callers if the automated messaging system is too complicated. The long recorded messages could force customers to wait for a long time to select the option they want which can result in less satisfaction among customers.
Long wait time: Despite advances in technology, lengthy wait times continue to be a challenge for many IVR systems. Callback functions can reduce the frustration of callers as they can go on to work on other aspects of the daytime until they are greeted by a customer support agent is able to take their call.
Unpersonal communication: If customers contact a customer support number, they could already be extremely frustrated with the issue of a service or product. Automated messaging systems can increase frustration because a recording doesn’t have the capacity to relate to the current issue.
Unprofessionally implemented IVR systems could result in excessive call abandonment rates as well as negative customer feedback. Because a low level of customer satisfaction can damage a brand’s reputation through negative reviews or social media complaints, companies should be careful when deploying IVR solutions.
Application of interactivity voice responses
IVR systems have been used across many industries such as healthcare, banking and education, as well as retail. We’ll go deeper into these scenarios:
Health: IVR technology has a many practical applications within healthcare, including questionnaires for pre-treatment, feedback surveys on satisfaction appointment scheduling, follow-up after discharge with lab results, and monitoring for patients. This study (link located outside of ibm.com) will also highlight the ways it can improve the overall satisfaction of patients by reminding patients of adhering to their prescription schedule.
Education Research (link located outside from ibm.com) has proven that educational institutions are able to implement IVR to aid parents in getting an update on the child’s progress and attendance at the school. Parents can sign-up using the system and create an account number and password for accessing important information on future calls.
Customer Service Call centers for Customer Service span multiple industries. They are built to handle large volumes of calls inbound by using automated menus, as well as pre-recorded messages to address customer inquiries and complaints.
Financial: IVR is also utilized for various tasks in finance and banking. They can give account information including balances, account balances as well as loan statuses and even allow for adjustments to investment portfolios.