The Use of AI to Improve IVR System

The Use of AI to Improve IVR System
7 min read

You might pause and ponder how that works when you hear the terms artificial intelligence (AI) and interactive voice response (IVR) in the same sentence. Better customer experiences are delivered when an IVR system is combined with an AI engine; want to learn how?

What is AI?

AI, artificial intelligence is a technology that enables computers to do tasks like analyze data, understand and translate language, and more.

What is IVR?

Interactive voice recognition is an automated telephone system that acts as an interface to engage callers and is useful for retrieving information during and after the call to resolve issues.

AI integrated with IVR:

  • IVR system offers callers two options for entering information: Using the keypad or talking on the phone, where applications can process input from natural speech more easily and interpret caller intent as the outcome.
  • It indicates you can use conversational IVR to create effective, user-friendly voice self-service applications and ask open-ended queries.
  • Users can input data using AI without the requirement for DTMF, and developers won't have to create and maintain specific grammars as they would for conventional ASR.
  • An interactive voice response incorporating AI can produce a real-time chatbot that communicates with your voice channel.

Key takeaway: A chatbot is essentially a natural language intent system.

AI in Action

  • The field of technology known as artificial intelligence is machine learning to a business process to make a machine that can imitate human behaviour.
  • Depending on where the issue belongs in the triage hierarchy will determine the order of steps needed to remedy it.
  • When a consumer calls in, the agent should be able to triage the issue and start the resolution process rapidly.
  • Understanding where to place an issue first and determining the next actions based on that initial assessment are crucial aspects of this process.
  • Agents comprehend the motivation behind the client's request.
  • The fundamental point of artificial intelligence (AI) is that it can train itself to make better decisions in addition to having the ability to make decisions.
  • One goal for AI is to build applications that can identify caller needs and the best course of action to take to meet those needs more efficiently than a person can.

Enhanced Client Services

Wherever in the IVR system where ASR was previously utilized or where you would like to employ NLU can be enhanced with AI. Knowledge domains are pre-built in AI engines like the individual speech grammars but more thorough and with less research required.

By enabling smoother, quicker, and more efficient customer interactions while also cutting the time and costs needed to implement these solutions, AI offers incremental and, in some cases, significant benefits to businesses that utilize advanced communication tools.

Using AI-powered contact centre solutions may help create a modern customer experience and increase operational cost-effectiveness, and more businesses realize these benefits.

The most recent interactive voice recognition technologies are included in the following information.

IVR (Interactive Voice Recognition)

The automated telephone technique, interactive voice recognition, uses a voice response system to play pre-recorded messages for callers.

Callers can choose from a touch-tone keyboard or speech recognition technology to route calls to the right people. Additionally, it might offer responses via various contact channels, such as voice, fax, callback, email, and more. A typical modern IVR system includes telephone hardware, software, a database, and the underlying IT infrastructure, enabling customers to access product or customer-specific information without agent assistance, which can reduce the call volume that agents handle.

How does AI-based voice recognition improve interactive voice recognition?

AI-driven technology has significantly increased IVR system capabilities by providing a comprehensive self-service experience by enabling real-time, human-like interactions using natural language processing (NLP) and machine learning (ML) technology.

  • Speech-to-Text (STT): Automatically converts spoken language to text.
  • Text-to-Speech (TTS) software produces speech that sounds like a human spoke it.
  • NLP: Automated text or speech processing using artificial intelligence (AI) is natural language processing (NLP).
  • Users can design, create, and incorporate conversational interfaces into applications like IVR and chatbots.

How Can Interactive Voice Recognition (IVR) Drive by AI Benefit Modern Businesses?

Conversational IVR driven by AI is now a crucial resource for call centres, contributing to operational simplification, increased effectiveness, and better customer service.

No long queues:

With AI technologies, clients may quickly get answers to frequent questions without waiting for a representative. Based on input from callers, it can also direct calls to the most suitable representatives.

Fewer calls must be routed, reducing wait times and enhancing the overall customer experience.

Self-service alternatives are helpful:

Businesses can offer interactive self-service alternatives responding to client questions more rapidly, and brands may offer the most current advice based on customer data, which makes it easier to give a targeted experience to customers, facilitating their trips and boosting conversions.

Increase client satisfaction rates:

Conversational IVR can help call centres meet customer expectations as more consumers choose self-service. Customers can now easily traverse these technologies to acquire the assistance they require when they need it because of advancements in these platforms and the popularity of voice assistance. Learn how to Enhance your Customer Experience with Business VoIP Phone Service.

Operational expenses are reduced:

The cost of customer service can be reduced as fewer calls will be handled by live agents, and fewer callbacks, repeat calls, chats, and escalations will occur. Also, by optimizing backend procedures, automation technology can increase operational efficiency.

Uniformity and Compliance:

Virtual agents can provide a consistent client experience and reliable information. The Agent Help tool, on the other hand, offers in-the-moment direction to make sure that agents abide by corporate standards and compliance requirements, which would otherwise require expensive training and oversight.

Make your employees happy:

It offers just-in-time training and support to reduce employee annoyance and make sure that agents may quickly acquire the assistance they require, raises agent satisfaction, and lowers turnover rates, which can cut down on the expense of recruiting and onboarding new agents.

Shorten resolution times:

By utilizing advanced solutions across customer touchpoints such as phone and chat, businesses can provide a seamless omnichannel experience that maintains context across channels. This approach can help to minimize customer frustration and shorten resolution time.

Learn more about your customers:

Organizations may learn more about customer sentiment using NLP and machine learning technologies by examining how customers engage with the IVR system and agents. You may use these technologies to make precise real-time judgments to enhance customer experience and keep your brand competitive.

Enhance your contact centre platform with AI:

If you plan to increase your business productivity in a short period, then there is no need to have second thoughts, as implementing these collaborated technologies into your communication solutions minimizes communication inefficiencies.


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