Like many other types of technology, IVR systems have evolved and changed for the better.
While the first IVR systems were super basic and involved a robotic voice asking customers to press 1 for one department and 2 for another, this type of system now allows callers to use either voice commands or their phone keypad to provide and get information, as well as perform a number of automated tasks.
Here are three ways IVR systems have been modernized for today’s consumers:
1. IVRs Can Get to Know the Caller
This may sound like something out of a sci-fi movie, but IVR software is now so advanced that the systems are now capable of realizing several things about the person who is on the other end of the line. For example, Aspect’s IVR Innovation Wheel illustrates many of these advanced features and how the company has strived to update its software based on what customers want in this type of transaction.
This includes interacting with an IVR system that’s able to predict a caller’s intent, based on any recent transactions, and also adapt to the caller’s level of experience using these systems. For companies that have invested in a cloud contact center, this type of IVR system will offer a personalized and user-friendly experience for every caller.
2. Modern IVRs are Easier to Talk To
Not that long ago, customers who used an IVR system typically had to listen to a long list of options before getting to choose which one they wanted. However, today’s customers expect these systems to function more like live agents.
Moreover, they want to state the intent of their call, and they expect the IVR system to immediately guide them to the right solution without having to sit through endless menu options. Thanks to advancements in natural language processing, many modern IVR systems are super easy to talk to and help callers resolve their issues as quickly and efficiently as a live agent.
3. IVRs Provide the Ability to Switch from Call to Text
Another way modern-day IVR systems have become more helpful for callers is by allowing the customer to, if he or she wishes, switch to a text option. For instance, after calling the company and telling the IVR system the reason for the call, today’s systems can often ask if they would like to follow up via text.
The caller is then immediately sent a text message from an automated system that lets the customer know the needed information. The text will also typically include a link that will allow the customer to go back to a live agent if they prefer. For people who prefer texting over talking, this option is great for overall customer satisfaction.
What’s Next? It’ll be Interesting to See!
IVR systems have come a long way. Over time, this technology will continue to improve, and for those who enjoy keeping up with modern technology, it will be an interesting topic to follow.
For now, IVR systems can do some pretty amazing things, from being able to identify the caller to allowing for a texting option, all of which are miles ahead of the first IVR programs.