The emergence of Conversational IVR technology, open-ended questions, and natural language processing is revolutionizing customer experience.
In this article, we explore how OpenQuestion is transforming call centers and making an impact on customer satisfaction that cannot be ignored.
OpenQuestion and Conversational IVR Technology
OpenQuestion is a game-changer in the customer service industry because it offers a proven, packaged, documented solution that can be implemented in just 60 days.
It runs on Teneo, a powerful Software as a Service (SaaS) Natural Language Understanding (NLU) and process orchestration layer.
The technology is being utlized by a number of global enterprises to drive significant improvements in CX while also reducing costs.
Teneo serves as both middleware and accelerator workbench. As middleware, it connects to or utilizes voice or AI services from leading companies like OpenAI, Microsoft, Amazon, and Google.
As an accelerator workbench, it allows businesses to drive NLU accuracy and process performance with fewer resources than ever before.
This means that the solution can be connected to a contact center in a short amount of time and work with existing architecture systems, no matter what technology they encompass.
The Emergence of Conversational IVR Technology
OpenQuestion technology enables a more natural and engaging phone interaction, moving away from the limitations of traditional IVRs.
By employing open-ended questions, customers can ask what they need and in turn, receive the appropriate help. This new approach is revolutionizing the way businesses communicate with their customers.
OpenQuestion, combined with natural language processing, offers several advantages over traditional IVR systems.
Firstly, it allows customers to express their needs in their own words, providing a more human experience and faster assistance.
Secondly, OpenQuestion helps businesses collect valuable customer data for improving customer experience and services.
Less Frustration = Happy Customers & Happy Staff
OpenQuestion enables customers to ask questions and receive assistance, reducing time spent navigating menus and prompts.
This reduction in time not only alleviates customer frustration but also improves the overall customer experience.
For call center representatives, OpenQuestion shortens call durations, allowing them to handle more calls in less time.
This is a key consideration that has not been prioritized by contact center operators for a long time. The frustration and difficulty in dealing with thousands of calls per week can cause agitation and poor job satisfaction for call agents.
It is inevitable that interactions with customers become tiresome and difficult as a result of having to repeat information or reroute to a different agent.
OpenQuestion helps to reduce the volume of issues significantly, helping to support agents and customers concurrently.
Learn how to implement OpenQuestion, using our recently published e-book, available here.
