Conversational IVR - Connect to customers with natural language technology

The modern approach to IVR self‑service

Add the power of a natural, intuitive self-service 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 IVR becomes the escalation channel for more complex issues. Putting greater pressure on agents and contact center costs.

Older touch-tone and directed dialog-based IVRs 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 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, personalized experience that feels like they’re speaking with a live agent.

Companies that offer a conversational IVR will reduce costs, provide better customer experiences, and maximize return on investment.

Get our latest resources
IVR in an omni-channel world icon

IVR in an omni-channel world

Explore this guide to a successful omni-channel strategy, and learn five ways to modernize your IVR.

Get it now
Conversational IVR case study portfolio icon

Conversational IVR case study portfolio

Read how five organizations modernized their IVRs to drive improved customer satisfaction and cost control.

Get it now

Benefits

Reduce operational
costs

Call center executives need to reduce overall call center costs (applications, infrastructure, people) while still meeting customer expectations. Nuance customers use intelligent technologies in the IVR to address this pressure and achieve the following key benefits:

  • Improved automation metrics (containment, misroutes) through increased use and effectiveness of self-service
  • Decreased call center cost metrics (cost per transaction, AHT) through improved call resolution and deflection
  • Greater contact center efficiency through improved agent utilization and reduced labor expense
Improve customer experiences

In today’s digital world, consumers are able to quickly and easily shift their business to a competitor if they aren’t completely satisfied with the service an organization provides. A conversational IVR delivers an intuitive, self-service experience that consumers will use and offers the following specific benefits:

  • Higher customer satisfaction leading to improved NPS scores and greater loyalty
  • Positively differentiated brand perception
  • Consistent experiences across multiple channels allow customers to engage through any method they choose
Lower TCO and maximize return on technology investments

Businesses and executives make substantial investments in call center solutions and need to be sure they deliver the right ROI. Nuance customers that invest in our Conversational IVR platform can see the following benefits:

  • Streamlined costs and investments with technology and support for multiple channels and existing systems
  • Optimized IVR solutions offer insights and improvement over time - increasing efficiency and ROI
  • Simplified operations and investments by growing with one market leader
Stats

People prefer improved IVR experiences

73%

Of people agree that if they could converse with the automated phone system as if it were a person, the experience would be improved.

46%

Of people say that IVRs have too many menu options to remember.

Features

Life-like, conversational IVR

A new type of IVR that provides the ability to handle inbound telephone queries through enhanced, human-like interactions.

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 optimize your speech-enabled applications.

Explore professional services

What people are saying about Conversational IVR

Resources

Whitepapers
Case studies

Let us help find you the right solution.

   United States & Canada