5 Smart Ways to Improve Your IVR


cartoon brain wearing a cape with a lightbull above its head

Nicolette Beard of Jacada discusses five technology additions which you can deploy to improve your IVR.

An IVR is an automated system that answers incoming calls and provides instructions to customers. It’s been a key component of the contact centre toolkit for many years. But technology is changing.

Here are five innovations in IVR software you can deploy today.

1. Visual IVR

Visual IVR is slowly replacing mobile calls. The technology guides callers to the best digital asset, helping them get the answers they need faster than traditional IVR. It understands intent and sentiment and directs the caller toward a quick resolution.

This type of self-service help allows the caller to explore the next-best actions. And an immediate response is exactly what customers need right now. They want and need clear guidance and understanding when anxiety is running high.

Visual IVR will also help deflect calls when call volume is high, leaving agents available for when a call escalates.

Visual IVR simplifies the customer journey. They’re then likely to provide information and select the correct menu option.

The technology routes the call to the right agent when the customer chooses to move to a live agent. This also reduces the number of ‘zero-outs’ out of frustration with an outmoded IVR tree.

2. Multimodal Engagement at the IVR

By definition, multimodal means several channels working harmoniously to support a single interaction.

Incompatible systems often make it impossible to move beyond a single-channel experience.

Adding speech to the visual experience powered by AI creates a powerful user experience.

3. Best-of-Breed Conversational AI Options

Artificial intelligence allows companies to respond to customers faster and with more accuracy.

Google, IBM, Microsoft, and Amazon have invested a lot in developing the written part of AI aka NLP. Their investment in natural language processing can deliver enterprise-grade customer service at scale.

Many software solutions claim to offer intelligent virtual assistance. But where is machine learning? Do they enable feedback loops for continuous improvement?

It’s also important to determine whether conversational AI engages customers on both the voice and digital channels. Does it recognize intent? Can the technology be responsive in getting your customers where they need to go?

4. Omnichannel Reporting of Cross-Channel Journeys

Help your customer service representatives understand your customer’s journey like never before. Real-time screen pop-ups reduce customer effort and average handling time.

See how they reach you and where they stumble. Discover new intentions. Run A/B tests. Improve self-service adoption across all channels, not just within the IVR.

Use built-in data visualization tools to analyse every single customer interaction. Commit to a relentless pursuit of continuous improvement. Delight your customers and drive the business outcomes that matter to you.

5. One Low-Code Automation Platform

Only 8% of businesses have all their channels of engagement connected. It’s common practice to build the same process using a different toolkit on each channel. It costs too much and takes too much time.

This no longer needs to be the case.

By using low-code automation, you can apply AI and automation to your customer service processes. You can harmonize and elevate your existing systems and channels. And your customers can enjoy a consistent and connected experience.

The platform also allows your call centre to manage and control the technology and reduce dependence on IT.

By refocusing away from IT and toward realigning people, processes, and technology, we treat the cause, i.e. technology at business speed. This lowers the total cost of ownership (TCO) and increases the agility of your customer operations.

Your costs won’t multiply as new channels emerge either. Investing in low-code automation removes the obstacles to self-service adoption.

Final Thoughts

Artificial intelligence may not be the newest game in town. But offering a fresh approach to employing a virtual customer assistant or chatbot for your customers is.

The latest technologies engage customers and prospects on both digital and voice channels.

The latest AI, NLP and robotic process automation solutions represent new possibilities for understanding your customers like never before.

And driving positive outcomes rules.

This blog post has been re-published by kind permission of Jacada – View the original post

To find out more about Jacada, visit their website.

About the author

Jacada Jacada offers enterprises solutions that include customer service bots, agent desktop analytics & automation, to reduce operational costs and drive customer loyalty.

Read other posts by Jacada

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Published On: 22nd May 2020 - Last modified: 26th May 2020
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