Drive cost reductions and exceed customer expectations.
Engage Hub’s Conversational IVR enables human-like interactions that allow customers to self-serve – resolving issues efficiently and effortlessly.
No more navigating recorded menu options or waiting for an agent. Part of our Contact Centre Automation solution, next-generation AI-powered Conversational IVR combines natural language processing with speech-to-text – enabling customers to resolve issues by speaking naturally in their own words.
By delivering a personalised experience, intuitively anticipating needs and integrating with other communication channels, it enables customers to self-serve on their platform of choice.
Conversational IVR remembers preferences like language and easily interprets caller intent. This means it can ask questions to clarify ambiguous intent, prompt customers for missing information and recognise mispronunciation.
Importantly, it also remembers previous interactions, from across all customer touchpoints, so there’s no exasperating repetition.
Empowering customers to self-serve doesn’t just speed up resolution. Deflecting calls eases pressure on your call centre, too. And because agents get complete visibility of self-service interactions, it’s easier for them to resolve queries when calls are passed to them.
Not only does this help you exceed customer expectations and provide seamless service. It also drives significant cost reductions, maximises return on investment and improves operational efficiencies.
Conversational IVR provides 24/7 support – so customers aren’t restricted by opening hours or forced to wait in queues.
Predictive call handling speeds up call resolution, with personalised menus based on previous interactions. And because it learns from the language used on all channels, it continually and automatically improves the customer experience.
Importantly, because it integrates with other communication channels, you have a centralised view of engagement and bottlenecks – so you can optimise touchpoints in real-time.
Conversational IVR also enables customers to make automated, PCI-compliant payments 24/7.
Pulling live payment details from your systems, it processes card details in real-time so customers can pay without speaking to an agent. There’s also an agent-guided solution, so customers who want to speak to someone can – and agents are guided seamlessly and securely through the payments process.
83% of people say they’ll avoid a company after a negative IVR experience. Stand out from the crowd – and boost loyalty – with Engage Hub’s Conversational IVR.
Intent Capture & Discovery uncovers the definitive reasons customers contact you in the first place – helping you understand where to start automating.
It uses AI and chatbot technology to drive efficient self-service for routine enquiries, freeing up resources for complex issues and vulnerable customers.
Paired with Customer Journey Tracker, Conversational IVR allows you to visualise the entire customer journey. You can easily identify pain points and eliminate bottlenecks – and make evidence-based decisions that maximise ROI on customer experience investment.
What’s the difference between IVR and conversational IVR?
Conversational interactive voice response (IVR) is powered by AI, natural language processing and natural language understanding. It allows customers to describe what they need by saying words. By contrast, traditional IVR is where customers press buttons to navigate options on a pre-set menu.
How do I improve my IVR?
There are many ways to optimise your IVR. For example, you could provide a human option, give customers a chance to respond, streamline menus, retain customer information, use a natural voice and minimise instructions.
What Is Conversational AI?
Conversational AI refers to any digital assistant that a customer can actually talk to. Unlike traditional chatbots – which are pre-written programmes designed to deliver specific answers when triggered by specific keywords – conversational assistants use AI tools to mimic the flow and feel of natural, human conversation.
These tools include natural language processing (NLP), natural language understanding (NLU) and machine-learning models. They’re combined to create bots that can not only recognise human speech and text, but can understand their meaning and intent – and respond accordingly.
Conversational AI is incorporated into Conversational IVR, but it can be used on other, non-voice-based channels, too.
What are the benefits of an IVR system?
Benefits of using Conversational IVR include:
· Cost reduction
· Improved operational efficiency
· Ability to allow customers to self-serve
· Increased first call resolution rates
· Reduced handling times
Conversational IVR aligns seamlessly with customers’ needs, delivering instant gratification through personalised, efficient and engaging interactions.