Add the power of a natural, intuitive self-service conversational IVR that customers will actually use and prefer.
Consumers demand faster, simpler ways to engage with companies and resolve issues. Digital platforms like Web and mobile make it easy to self-serve, and these continue to raise customers’ expectations. However, call volumes remain high as the conversational interactive voice response (IVR) becomes the escalation channel for more complex issues, putting greater pressure on agents and contact centre costs.
Older touch tone and directed dialogue-based interactive voice response (IVR) systems with complicated menu trees don’t meet the needs of today’s savvy consumers. It’s time to adapt to this new reality and strike a balance between meeting growing customer expectations and reducing operational costs.
Nuance Conversational Interactive Voice Response (IVR) enables human-like interactions that allow individuals to self-serve and successfully resolve issues within the IVR. It delivers an intuitive service experience that anticipates the caller’s needs and enables them to interact with the system naturally, in their own words. It creates an intelligent, personalised experience that feels like they’re speaking to a live agent.
Companies that offer a conversational IVR will reduce costs, provide better customer experiences and maximise return on investment.
Want proof? Check out our infographic – "Current State of the IVR" to see how companies that modernised their IVR perform 75% better in call intent determination.
Of people agree that if they could converse with the automated phone system as if it were a person, the experience would be improved.
Of people say that IVRs have too many menu options to remember.
A new type of IVR that provides the ability to handle inbound telephone queries through enhanced, human-like interactions.
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