Take a fresh look at your IVR
Many organisations 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 personalised. It drives customer satisfaction and saves time.
Think of IVR technology as the original bot—one that can connect with voicebots, micro-apps 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 favour 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 maximise 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.