11/26/2023 | News release | Distributed by Public on 11/26/2023 10:36
This automated system allows users to interact with the company's customer service through a configurable menu and allows users to record personalised greetings and prompts, in real time, to enhance the customer service experience.
The IVR system combines pre-recorded messages and text-to-speech technology. In this way, users of any telephone answering service can interact by voice or using the numeric keypad, and be attended to, providing and receiving information, without the need for a human agent on the other end.
If the IVR is unable to retrieve the user's information, the programmable menu has options that provide assistance in redirecting the message. This system is composed of telephony and computer technologies, therefore, it is able to optimise the call flow, reduce waiting time and improve the customer experience. For example, you can choose the language in which you want to be answered or the type of query you want to make.
Since the 1990s, interactive voice software has evolved significantly. Thanks to the development of Artificial Intelligence and natural language processing, NLP, the options for users to call and interact with telephone systems has grown. NLP works to make machines understand written and spoken words. So much so that the most advanced automated telephone systems do not use tone dialling, but a system that allows the user to verbalise the message directly into the phone. The system also understands the query through speech recognition.
To function properly, the interactive voice response system uses a TCP/IP network to achieve internet and intranet connectivity. In addition, it needs to be connected to a database capable of supplying the most relevant data. At the same time, it needs to be linked to a web server to host the various applications that connect to the software, such as the contact centre. From here, one of three types of IVR systems is designed:
Opting for interactive voice response technology offers multiple competitive advantages to organisations of all types and drives automation. Most importantly, it improves a company's customer service, as enquiries are routed to the appropriate call centre, reducing waiting time and streamlining clarification resolution processes.
These systems are highly cost-effective and efficient, as they not only reduce call volumes, but also improve access to information during off-peak hours, such as evenings, weekends and public holidays.
In addition, by deploying the elements of the automated telephone system effectively, human errors in the customer service process can be reduced. On the other hand, with the incorporation of these tools, security is increased in the process of verifying a person's identity. This is particularly useful for sensitive personal information such as medical results or bank details.
Automated telephone systems are used in a wide variety of sectors, especially in organisations with high call volumes, through call centres, including: