How to Improve Customer Interactions Using Intelligent IVR Systems

 

Technology and AI are trying to elevate the world to a top-level together, which benefits customers. Companies that integrate AI into their business on time are more successful. We can take examples from famous brands for this. One such example is IVR systems. But do you know how to improve customer interactions using intelligent IVR systems? We will study this in detail in the next topic, but first, let’s check a brief overview of IVR systems.

Overview Of IVR systems

According to statistics and research, 60% of people in the U.K. and 64% in the U.S. rely on IVR (Interactive Voice Response) systems. This support provides them with significant profit benefits. Based on these figures, you can calculate how many more essential advantages and customer satisfaction can be achieved with comparatively lower costs.

If we look at IVR systems in detail, they are AI tools businesses use to engage with customers. While there are other AI tools, one thing that makes IVR unique is its voice recognition ability, which offers users a smooth and personalized experience. By 2025, we hope to see even more growth in this ratio.

Features of IVR system

Automated Menus

The automated manual does a lot of work to help you solve your problems. If you have any issues, it assists you in finding the solutions right away. You won’t have to wait for a real person.

Smart Call Routing

Iska’s second-best feature is that when you explain your issue, the tool determines the best way to help you. It provides you with the exact information you need, so you do not have to repeat your issue multiple times.

Callback option

The Best Way feature it provides is a callback option. For example, if a person calls a company and the company is busy and does not attend the call. The customer will not wait too long. Instead, IVR provides call-back options so that the company can call it. This is the best feature of the IVR system.

How IVR System Help Different Industries To Grow

  1. Health Care Industry
  2. Retail 
  3. Tourism
  4. Education
  5. Finance

Health Care Industry

This industry is open 24/7 and requires a lot of energy. This tool works best for this industry. At any time, patients can check the doctor’s arrival time, make appointments, and get advice without waiting too long. This tool helps the patients, doctors, and nurses work immediately.

How It Helps In Retail Section

In the retail sector, it helps intersperse a lot to boost their sales in a superior way. Just take an example: It helps a customer find the best store near them and also the list of products they want. Also, it helps the customer find where they can find their desired product.

One last thing IVR offers is an order-placing option. Customers just need to follow the right instructions and get what they want. This increases customer trust and sales.

In Tourism Industry

Tourism requires many things to travel to more continents. If a delay occurs, it makes things more messy and difficult for customers. For example, with an IVR system, customers can get food and ask for extra amenities like soap or anything else they need.

They can ask for food without waiting too long or waiting for a real-person interaction. They can get details about their journey and their flight schedule, off time, departure time, etc., which helps them make their decisions more effectively.

Education Industry

In education, this tool is practical. It saves a lot of time for teachers, students, and parents. This means that for the sake of the student, parents do not need to go to the school or colleges for the student. They can get details of their children through this IVR system.

And with a single click, a student can get information about a specific topic. So, it makes research more straightforward and more accessible.

IVR in Finance Industry

In the finance sector, it provides both assistance and security. Also, it helps the user to find out their status update; they can get their account information security updates and also make it easy for the user to handle their bank account.  Let me give an example of how it helps to get the account security; for example, it will alert you about suspicious activities of your account.

Old IVR Methods Vs. Intelligent IV

Traditional IVR systems rely heavily on pre-defined menus, responses, or a set process. The end user navigates the existing menus using a phone keypad or dialling numeric codes. Contrarily, in intelligent IVR, the processes are dynamic, with recognition for understanding free-form voice, interpreting an intention, and performing actions based upon real-time evaluation of data obtained.

Intelligent IVR systems, by integrating AI, learn from previous interactions. Over time, intelligent IVR systems can predict common queries, understand different ways of phrasing the same question, and even anticipate user needs based on historical data. This ongoing learning process makes these systems more efficient and user-friendly with each interaction.

12 methods to Improve Customer Interactions Using Intelligent IVR Systems

  1. Always provide customers with a live agent option: Ensure they can quickly reach a live representative if they need further assistance. This option should be available at multiple points in the call. It helps reduce frustration and improves customer satisfaction.
  2. Make ‘call recording’ announcements only during transfers: Notify customers about call recording only when necessary, like during transfers. It avoids annoying reminders throughout the call and keeps the interaction focused on the customer’s needs.
  3. Offer a non-primary language at the end of the initial menu: Include options for non-primary languages early in the menu. This caters to diverse customer needs and preferences. It shows that the business values all customers.
  4. Keep main menu options to 30 seconds: Simplify the menu to ensure it can be understood quickly. Limiting options to 30 seconds strengthens the customer experience, making navigation easier and reducing confusion.
  5. The IVR should sound like an associate: To create a more personal experience, use a friendly and natural-sounding voice for prompts. The tone and inflection should mimic human conversation, helping build rapport with callers.
  6. Use voice recognition and silence for turn-taking: Implement strong voice recognition that allows natural pauses in conversation. This lets customers respond as they would when talking to a person. It makes the interaction feel more conversational.
  7. Allow barge-in for all prompts: Let the customer interrupt a prompt if they know what they want to say. This saves wait times and keeps the conversation flowing, empowering customers to take control of their experience.
  8. Ensure instructions are given only in case of error: Do not give long instructions unless there is an error. This would frustrate users. Giving guidance only when it is needeEnsure instructions are given only in case of error: Do not give long instructions unless there is an error. This would frustrate users. Giving guidance only when it is needed will keep the interactions short, helping to keep the customer engaged.
  9. Always use other words to prompt the caller: If a caller does make a mistake, rephrase the choices rather than saying them word for word again. This avoids frustration and confusion for the caller, presents clarity, and leads to successful navigation. It will keep the interactions short. This will help in keeping the customer engaged.
  10.  Always use other words to re-prompt the caller: If a caller does make a mistake, rephrase the choices rather than saying them word for word again. This avoids frustration and confusion for the caller. It presents clarity and leads to successful navigation.
  11.  Customer information from the IVR should be shared with the contact centre associate. Ensure that any information the customer shares is available to the agent they speak with later. This prevents customers from having to repeat themselves, improving efficiency and enhancing overall satisfaction with the service.
  12.  Provide Hold Time Clearly: Let customers know how long they might have to wait before talking to someone. This manages customers' expectations and eases their anxieties when there is a long wait. Transparency enhances trust and the general experience.
  13.  Implement Feedback Options: After resolving a customer issue, you must give them a feedback option. This will help you understand which points you need to improve in your service, and this way, you can gain customer trust.

Final Words

Many customers regard IVR (Interactive Voice Response) systems as frustrating service automation, leading to a complicated love-hate relationship. However, IVR technology offers promising opportunities for the future.

Customer management data will be crucial for advancing and integrating contact center IVR solutions with system resources. This integration will enhance service capabilities by utilizing background information such as call history, preferred communication channels, and areas of support during customer interactions.