BLOGS

IVR Benefits

Increase customer satisfaction by offering personalized call treatment.

Decrease call times.

Improve efficiency and productivity.

Automated speech recognition.

Free up resources through automation.

Increase first contact resolution by routing to the appropriate agent.

Reduce operational costs.

Track and report the journey of every call.

Gain

Automated Speech Recognition

Take your IVR to the next level with Automated Speech Recognition (ASR). ASR lets you remove the constraints of a standard touch-tone IVR application to enhance the customer experience. Customers are able to speak their needs using natural language. ComputerTalk also offers voice biometrics to authenticate users through their voice.

IVR and Contact Center Continuity

IVR applications are not always able to answer all inquiries. Sometimes customers have complex or non-routine issues and need to be transferred to a contact center agent. ComputerTalk's IVR and ice Contact Center are both built using the iceWorkflow Designer tool to provide a seamless and continuous flow of information between IVR and contact center.

Outbound IVR

Don’t wait for your customers to call you. Proactively reach out to them using outbound IVR applications. Deliver automated outbound communication that simply plays a message and disconnects or plays IVR prompts where prospects can interact with menus

How Conversational AI Will Impact Customer Service

by Erina Suzuki | Published On September 28, 2023

Customer satisfaction is critical to running a successful business, but employing a full-time staff of customer service representatives comes at a significant cost. As a result, many companies have had to choose between getting happy customers and smaller profits or unhappy customers and higher profits—until now.

With the emergence of conversational artificial intelligence (AI) and improved speech analytics (a technology that uses AI to extract insights from audio recordings), companies can get the best of both worlds. As the technology of conversational AI continues to improve, it’s only a matter of time before companies make it a standard practice to implement it as part of their customer service routine.

What Is Conversational AI?

Conversational AI, also known as chatbots, is a type of artificial intelligence that allows machines to simulate human-like conversations with users. Conversational AI can understand, interpret, and respond to customers' questions through natural language processing and machine learning algorithms - just like a human agent would.

Conversational AI can be used to enhance customer service in a number of ways, including:

Providing self-service: Conversational AI can provide self-service options to customers, such as answering frequently asked questions (FAQ) or providing support for common tasks like tracking a package or making an appointment. This can help reduce the number of customer support tickets, freeing up agents’ time to focus on more complex issues.
Reducing costs: Conversational AI can help reduce costs by automating tasks that human agents would otherwise do. This can free up agents’ time to focus on more complex issues and can also help improve the efficiency of the customer service team.

Personalizing the customer experience: Conversational AI can help personalize the customer experience by remembering customer preferences and providing relevant information and recommendations. For instance, someone planning a trip wouldn’t need to re-enter their address, rental car preference, what type of seat to purchase on the airplane, etc. This can help improve customer satisfaction and loyalty.
Improving customer engagement: Conversational AI can be used to engage customers in conversation, which can help build relationships and create a positive customer experience.

Companies That Are Successfully Implementing Conversational AI

Conversational AI can be a powerful tool for enhancing customer service. By automating tasks, providing self-service options, and personalizing the customer experience, conversational AI can help businesses to improve customer satisfaction, loyalty, and efficiency, all while saving money. Here are some examples of how conversational AI and speech analytics are being used to enhance customer service:

Google: Google has integrated conversational AI into products like Google Assistant and Google Home. These voice-activated assistants allow users to interact with Google services using natural language processing (NLP), providing personalized information, answering queries, and performing tasks.

Delta Air Lines: Delta Air Lines uses conversational AI to provide customer service for its flights. Customers can use the Delta chatbot to check their flight status, make changes to their itinerary, and get help with refunds.
Starbucks: Starbucks uses conversational AI to provide customer service for its stores through a feature called “My Starbucks Barista.” This voice-activated service allows customers to order ahead, find a store location, and get help with rewards.
Domino’s Pizza: Domino’s uses conversational AI to help customers place orders, track deliveries, and get updates through voice-activated services like Google Assistant and Amazon Alexa.

Conversational AI is the Future

While these are just some examples of how conversational AI is being used to enhance customer service, stay tuned as more companies learn to optimize this time-saving and efficiency-boosting tool. As conversational AI technology continues to develop, we can expect to see even more innovative ways to improve the customer experience.

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Sample Applications

The key to a successful IVR application is design. A well-designed IVR means a frustration-free experience for customers. Working with one of our IVR specialists, you can rest assured that your applications will send customers to the right place, without needless transfers.

We have built thousands of IVR applications for our clients. Below is a list of sample IVR applications. For a more comprehensive list, contact an IVR expert here.

Appointment Scheduler
Auto Attendant
Bill Payment
Billing and Account Inquiry
Call Routing
Check Ordering
Claim Filing and Processing
Credit Card Activation
FAQs
Hear Shift Schedules
Listen to Human Resources Listings
Policy Renewal or Coverage Changes
Traffic Enforcement - Pay Tickets by Phone

Auto Attendant

ComputerTalk’s auto attendant capabilities can be a standalone application or part of the whole contact center system. Callers no longer need to remember extension numbers; they just need to speak the name of the person or department they wish to contact.

Advantage

When your IVR applications are built on the same technology as your contact center, you avoid additional support and integration costs. You are able to view comprehensive reports relevant to your IVR and contact center to provide you with the information you need to make informed decisions. ComputerTalk's IVR is easy to update to accommodate your changing business needs.

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