Conversational IVR

Conversational IVR (Interactive Voice Response) technology allows callers to interact and converse with an AI agent programmed to listen and respond to the user with the best possible reply. Businesses use conversational IVR as a cost-effective way for customers to call and get the help they need without always involving a customer service agent. Conversational IVR provides customers with self-service options, freeing agents to focus on more complicated requests. For example, an automated response can tell a customer her credit card balance, whereas an AI agent can assist with a charge dispute. IVR not only increases agent productivity but also reduces costs.

All companies receive customer inquiries but not all companies have a contact center to provide the first point of contact. Now, you might be thinking, “Wait, isn’t that what auto attendant is for?” While it’s true that many business phone systems come with built-in functionality that allows for pre-recorded customizable greetings and directories to get calls to the right place, conversational IVR provides a more advanced level of customer interaction. IVR is integrated with the company’s databases which lets customers request and receive information without needing to speak with a live agent. In general, auto attendant serves the purpose of routing calls however, if you’re looking to implement a higher level of customer service functionality and efficiency in their phone system, conversational IVR is the right solution for you.