An IVR system that uses natural language and artificial intelligence to understand and respond to customer requests in a conversational manner, such as OpenQuestion.
Definition: Conversational IVR (Interactive Voice Response) is an advanced form of IVR that uses natural language and artificial intelligence to understand and respond to customer requests in a conversational manner, such as OpenQuestion.
Why is Conversational IVR Important in a Contact Center?
Conversational IVR can improve the customer experience by allowing customers to use natural language to express their needs, leading to more efficient call routing and faster resolution of queries.
How to Measure the Effectiveness of Conversational IVR?
The effectiveness of conversational IVR can be measured by looking at metrics like first call resolution, customer satisfaction, and average handling time.
How to Improve Conversational IVR?
Conversational IVR can be improved by regular training with diverse data, refining the conversation flow, and integrating with AI-powered solutions like OpenQuestion.
Enhancing Conversational IVR with OpenQuestion
OpenQuestion can provide real-time insights into customer needs, helping to improve the conversational IVR’s ability to handle queries and enhance customer satisfaction.