Take a fresh look at your IVR
Many organizations still view IVR as little more than a way to reduce costs. But in doing so, they miss its real value — improved customer service. A well-designed interactive voice response system is fast, convenient and personalized. It drives customer satisfaction and saves time.
Think of IVR technology as the original bot — one that can connect with voicebots, microapps and back-end systems. And like the rest of your business ecosystem, it’s evolving. This evolution is happening in technologies like conversational IVR, which uses Natural Language Understanding (NLU), a type of speech recognition that lets a bot understand spoken requests.
Modern IVR systems eliminate slow, confusing and hierarchical menus in favor of data-backed journey options. This difference has a big impact on customer satisfaction. They’re still self‑serving and resolving issues within the IVR — but faster and more efficiently. You’ll see this blending of IVR, voice and bots in the modern Genesys system.
To maximize the potential benefits, choose a solution that takes advantage of innovations in AI, machine learning and NLU. Improve self-service with a solution that integrates into your current environment. Voicebots powered by artificial intelligence (AI) can turn pre-recorded messages into a powerful differentiator.