Interactive voice response advancements through AI

What is an interactive voice response (IVR)?

Interactive Voice Response (IVR) can be described as an automated telephone system that communicates with callers, collects information and forwards calls to appropriate receivers. An IVR system takes an array of input from voice and touch-tone keypads and gives the appropriate responses with the help of fax, voice or callback, as well as other methods of contact.

IVR systems may comprise of telephone equipment, software applications along with a database and infrastructure to support it. A company can manage an IVRS at its own expense by purchasing the necessary software and hardware or choose to utilize IVR hosting services. IVR hosting service, which costs a monthly cost.

How do you use interactive voice response

A IVR application offers prerecorded vocal responses in appropriate situations Keypad signal logic, access to relevant information and possibly, the capability to store voice messages to be used later. With the help of computer telephony (CTI), IVR systems can transfer the call to a person who can see information associated with the caller on a monitor.

IVR systems also employ Dual-tone Multi-Frequency (DTMF) signals to provide an interface between a telephone and computers. Computers use the telephony card or a telephony board to comprehend DTMF signals.

IVR software permits an organisation to utilize prerecorded greetings, or menu options that customers can access using the phone’s keypad. Advanced IVR systems could contain speech recognition software that will allow customers to talk via computers.

IVR systems are built upon the language of programming called Voice Extensible Markup Language (VoiceXML). VoiceXML comprises several parts comprising a phone network, a TCP/IP network a VoiceXML telephone server as well as a web server and databases that work in tandem to offer the highest quality customer service.

The use of interactive voice response

There are many applications of IVR systems. Most commonly, they are used to automatize outbound and inbound calls as well as to redirect calls.

An IVR solution in this situation eliminates the need to have a switching operator respond to calls. The system typically presents the user with a list of choices and may even try to respond to frequently requested questions.

IVR systems usually have automated menu options for FAQ answers, as well as contact numbers, but they also can forward the calls for live operators.

An excellent example is when a client calls a theater to inquire about the movie’s times. The IVR system utilizes an up-to-date database to provide the customer with a listing of the most current movie times and help to cut down on the wait time for calls, leading to a higher level of satisfaction of customers.

Companies can also utilize IVR system in these ways:

Balances on stock and bank accounts and transfer balances;
Office call routing
Forwarding of calls to call centers;
simple orders entry transactions simple order entry transactions
selective information lookup.

Systems for IVR can be employed in more complex ways to improve procedures in other departments.

Sales. IVR systems let customers fill out sales orders by using a telephone keypad. The system then forwards the form filled out to the salesperson.

Marketing. Marketers can utilize IVR systems to distribute surveys to gauge the interest of customers in the product or service.

Medical records. Doctors are able to use IVR systems to IVR system to record medical notes as well as patient data, and keep a copy of transcripts for the records to be delivered into the offices.

Benefits of Interactive Voice Response

IVR technology is beneficial to both small and large businesses through the following methods:

It saves time and money. IVR technology is able to replace human beings to respond to frequently asked questions or give frequently requested informationfor example, directions or hours of operation etc. This does not require any critical thinking skills.
Greater customer satisfaction. IVR technology reduces waiting time by answering calls promptly.
24/7 service. IVR technology operates without interruption and is able to give information to customers whenever they require it.

The disadvantages of interactive voice response

It is crucial to remember that there are drawbacks in the use of call automation. The IVR system has been criticised as being unresponsive and for being an obstacle between the live agent and the customer as well as for taking tasks out of call center employees. IVR systems are also restricted to the types of questions they answer, and they can cause confusion and frustration to callers when the menus for IVR are long.

As with every technologies, IVR continues to evolve and improve as time passes to tackle these limitations.

A lot of companies have enhanced or substituted IVR systems by incorporating automated speech recognition systems which allow users to speak their needs instead of typing number into the phones. The voice recognition systems may cause frustration for callers if the system isn’t able to recognize a caller’s needs.

Advancements in voice recognition via AI

Despite its drawbacks, IVR software use is predicted to grow in the near future due advances in artificial intelligence for conversation (AI) and technologies for voice recognition.

The use of natural language processing (NLP) is being utilized to enhance IVR systems due to the fact that it is able to better analyze spoken language. This, in conjunction with natural language generation software allows IVR to give a more natural response to customers.

Additionally, IVR analytics software enables companies to study problems that arise with their systems for voice communication, and to improve the quality of customer service.