Conversational IVR
Conversational Interactive Voice Response is a new kind of interactive voice response (IVR) system that leverages artificial intelligence (AI) and bot technology for smarter, easier automation. Unlike traditional IVRs that prompt callers to select from numerous menu options, conversational IVRs utilize speech technology and automated assistants that let customers choose options through speaking.
Bright Pattern’s conversational interactive voice response system allows callers to interact with the menu and choose the appropriate option or extension naturally in their own words, eliminating the need to memorize option numbers or touch the dialpad. With IVR applications, you can understand your customers better than ever.Implementing conversational IVRs can help you resolve issues more quickly, reduce operation costs, reduce abandonment, meet and exceed customer expectations, and provide successful self-service for increased customer satisfaction.
Powered by integrations with Google and IBM, conversational IVR systems utilize speech-to-text technology, Natural Language Processing, Machine Learning, and Natural Language Understanding to learn about customer behavior, collect data, and deliver insights based on what customers say. Whether you operate a small business or large enterprise, turn on conversational IVR to get the most out of your omnichannel contact center software and build brand loyalty.
Benefits for Customers
Transformation of Customer Relationship
Allow customers to interact naturally in their own words, eliminating the need to memorize options for call routing.
Self-Service That Customers Actually Like
Resolve issues quickly through an automated system, let customers use plain language for self-serve, and reduce IVR abandonment and long call queues during high call volumes.
Adapts to Customer Behavior and Needs
AI from Google and IBM enables the conversational IVR to continually learn and improve over time through Natural Language Processing and Machine Learning.
Benefits for Brands
Higher Resolution Rates for Better CX
Conversational cloud IVR utilizes natural language to listen to customers, routing them to the best representatives or sales teams member, not just the first available live agent.
Make Smarter Business Decisions
With an interactive voice response system, learn what customers expect after responses, and navigate respondents toward premium products and services.
Native Omnichannel Engagement
Agents seamlessly engage with customers on all media channels, leveraging meaningful customer data for an improved customer experience.
