What is Natural Language in IVR?
Natural Language IVR represents the next generation of customer interaction systems. It allows for a conversational interface where customers are no longer limited by predefined touchtone options. Instead, they can speak freely, as if conversing with a human, to express their needs and intentions. This shift to a more human-like interaction creates a more pleasant and streamlined customer experience, enhancing satisfaction and loyalty.
What Language is Used in IVR?
IVR systems traditionally used tone-based or directed dialogue inputs, but modern systems employ Automatic Speech Recognition (ASR) technologies. ASR enables the system to understand various languages and dialects, allowing users to interact using their preferred speech patterns. This adaptability is key to creating an inclusive and accessible customer service environment.
What is NLP Used in Voice Assistant?
Natural Language Processing (NLP) is a cornerstone of voice bots and smart IVR systems. NLP interprets and processes human language, making sense of user queries in a way that machines can understand. In Conversational IVR, NLP is what enables the system to decipher a customer’s request and provide appropriate responses or actions, just as a well-trained customer service representative would.
What is the Difference Between IVR and Conversational IVR?
While traditional IVR systems guide users through a menu-driven process, Conversational IVR uses natural language understanding to allow customers to state their needs in their own words. For instance, a traditional IVR might require customers to listen to a list of options, while a Conversational IVR simply asks, “How can we help you today?” and understands the response whether it’s “I’d like to speak to someone in accounts” or “I want to learn more about X product.”
Benefits of Natural Language IVR
The benefits of Natural Language IVR span across multiple facets of a business:
Customer Benefits:
- Easier navigation to the necessary services or information.
- According to a State of the IVR Report, speech enabled IVRs are preferred, with companies using them scoring significantly higher in customer satisfaction.
- 67% of the highest-scoring companies have adopted Conversational IVRs.
- 82% of customers are dissatisfied with IVR. But companies with Conversational IVR had a 33.9% higher overall scoring than businesses that don’t use one.
Call Centre Benefits:
- Potential reduction in live calls as common questions can be automated.
- Better call routing improves agent efficiency and reduces frustration.
Business Benefits:
- Substantial cost reduction by automating responses to common queries.
- Enhanced overall customer satisfaction when compared to traditional IVR systems.
NLU IVR can reduce customer service costs by up to 30%
According to research by the Aberdeen Group, NLU IVR technology can reduce customer service costs by up to 30%. This is because it reduces the need for human agents to handle routine and repetitive queries, freeing them up to focus on more complex issues.
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Visual IVR and Its Advantages
Visual IVR translates the traditional phone based IVR experience to a digital interface, allowing customers to navigate support options on a website before making a call. This not only improves the customer’s journey by providing a more intuitive interface but also collects valuable information that can be used to expedite service once the customer makes a call.
Benefits of Visual IVR:
- Reduced call times as customers pre-navigate to the support they need.
- Improved self-service options with better data collection.
- Enhanced customer experience due to the convenience of website navigation.
- Overall cost reduction through improved efficiency and customer retention.
Self-Service IVR Explained
Self-Service IVR empowers customers to obtain information or complete transactions without the need for live interaction. This can be particularly beneficial for delivering static information such as product details, troubleshooting steps, or availability and also for automating payment processes.
Example of Using a Self-Service IVR:
An electricity provider might use an IVR to inform customers about a power outage, providing updates on restoration times without the need to connect with a live agent.
Conversational IVR: A Step Towards a Smarter Interaction
Conversational IVR goes beyond basic automation by using speech recognition and artificial intelligence to understand and respond to customer inquiries in a contextually relevant way. It enables a more natural dialogue, where customers can speak as they would to a human, and the system intelligently responds or routes the call accordingly.
Implementing a Natural Language IVR System
Deploying a Natural Language IVR involves careful planning and execution. It starts with designing a strategy, collecting data, and transcribing customer utterances. This data is used to train the language and semantic models, which are then tested, deployed, and continually tuned to improve performance. Implementing a NLU IVR, should not take more than 60 days.
Natural Language IVR systems are redefining customer interactions, providing an experience that is both seamless and efficient. By reducing customer effort and directing them to the right services, these systems not only enhance satisfaction but also present cost-saving opportunities for businesses. While they may not be suitable for every scenario and require a significant investment, the potential return on investment makes Natural Language IVR a compelling option for businesses looking to stay at the forefront of customer service technology.
Are you ready to transform your customer service experience with Natural Language IVR? Contact us to explore how we can implement cutting-edge IVR solutions tailored to your business needs.