The modern approach to IVR customer self‑service
Add the power of a natural, intuitive self‑service conversational IVR that customers will actually use and prefer.
A new type of IVR
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 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 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. Learn how The Modern Voice combines AI-powered speech technologies to enable automated conversations that feel almost human.
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.
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Transform your IVR from a liability into a lifeline
Discover how Nuance's Conversational IVR can help you reduce agent calls, improve call routing and increase customer satisfaction.
Life‑like, conversational IVR
A new type of IVR that provides the ability to handle inbound telephone queries through enhanced, human‑like interactions.
People prefer improved IVR experiences
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.
Experienced support for exceptional results
Nuance professional services leverage years of experience and thousands of successful deployments to offer thought leadership and commitment to your results. We use the latest tools and techniques to design, develop, deploy and optimise your speech‑enabled applications.Explore professional services