Conversational IVR Personalization for Customer Experience: Custom Interactions and Efficient Routing
Conversational Interactive Voice Response (IVR) systems have profoundly reshaped the realm of customer experience. Merging artificial intelligence, natural language, and speech recognition, these systems empower customers with more tailored and streamlined interactions.
Throughout this article, we’ll delve into the numbers and draw from real-world instances to grasp the advantages of Conversational IVR. Specifically, we’ll shed light on how it elevates customer experience through personalized engagements and adept routing.
Conversational IVR Personalization
Improved customer satisfaction
Conversational IVR systems equip enterprises to offer a tailored experience to their clientele. A PwC study reveals that 82% of U.S. consumers and 74% of those outside the U.S. yearn for heightened human engagement in upcoming interactions. Businesses catering to this desire witness a surge in customer allegiance and contentment.
By comprehending natural language, Conversational IVR serves as a conduit, melding automation with the essence of human touch. This ensures customers get the sensation of conversing with an actual human representative.
Reduced customer effort
Customers are more likely to be satisfied with a service if they can quickly resolve their issues. Conversational IVR allows customers to express their concerns in their own words, reducing the need to navigate through complex menu options. According to Gartner, reducing customer effort can reduce costs by decreasing up to 40% of repeat calls and 50% of escalations.
Efficient Routing
Faster resolution time
Conversational IVR systems play a pivotal role in trimming the average duration taken to address customer queries by channeling calls to the relevant agent or section. As highlighted in a case study by Teneo.ai, a global technology behemoth estimated an ROI of $39m after adeptly transitioning from a conventional IVR system to a conversational one. Furthermore, by grasping the customer’s objective and steering their call aptly, enterprises can expedite issue resolution, culminating in heightened customer contentment.
Increased agent productivity
When Conversational IVR systems accurately route calls, agents can focus on resolving more complex issues and provide better service to customers. This leads to increased agent productivity and higher job satisfaction. According to a study by ContactBabel, IVR technology contributed to a 15% increase in agent productivity.
How Conversational IVR is used today
Various companies have tapped into the perks of Conversational IVR to boost customer interactions.
Bank of America launched Erica, an AI-driven virtual assistant. Using Conversational IVR, Erica addresses banking needs. Since its introduction, Erica has served over 10 million users. She has handled more than 100 million client tasks. By offering tailored, quick help, Erica has enhanced the customer journey. This showcases the impact of Conversational IVR in banking.
AURA is the virtual assistant designed and developed by Telefónica Germany. AURA helps callers to find solutions to their problems when they call for help, either providing a direct solution or routing the caller to the correct human agent. The solution has transformed the performance of Telefónica’s contact centers, which are now operating at industry-leading levels when it comes to customer satisfaction.
Start Personalizing & Routing Effectively
As customer expectations continue to evolve, businesses must stay ahead of the curve by embracing technologies like Conversational IVR.
By doing so, they can provide the exceptional customer experience that today’s consumers demand and foster long-lasting relationships with their clientele.
To learn how to implement your own Conversational IVR system, contact our team, here.
Or to begin your self-learning journey, access our free e-book, here.