Interactive Voice Response also allows the user to use different options via keypad or voice recognition to have their call transferred to specific specialists or departments.
To better understand what interactive voice response is, these are the topics that will be covered in this post:
What is interactive voice response system in customer service?
The interactive voice list of zambia consumer email response system in Customer Service is a system that gives autonomy to the user and relieves the work of the agents. This technology has automated functions that recognize digits and voice and, therefore, can answer, transfer calls between operators and finalize a customer service.
What does the acronym IVR mean?
IVR stands for Interactive Voice Response. The acronym IVR comes from the English term Interactive Voice Response. Adapted to Spanish, this term is also known as Voice Response Unit (VRU) or Audible Response Unit (URA).
What is interactive voice response and how does it work?
Interactive voice response works by integrating the computer with the telephone. This system requires a computer connected to a telephone line and, in addition, special software to connect them.
Through this software, it is possible to configure welcome messages and offer the necessary options so that the user can choose the one that solves their problem.
A basic interactive voice response system works only by following the option entered by the user on their keyboard, while there are others that also offer voice recognition.
There are also more advanced interactive voice response systems, which feature cutting-edge artificial intelligence and are capable of analyzing the emotion in the customer's tone of voice.
What is IVR Call Center?
The IVR Call Center is the technology used in customer service that allows various automations with the aim of reducing the user's waiting time until their request is resolved. Therefore, it aims to improve the customer experience by offering agility and efficiency.
IVR in telephony generally involves the integration of the system with a PABX. This association is made with the aim of making the operation and redirection of the call develop with better quality.
A traditional, on-premises PBX requires specialized personnel and the purchase of devices such as a specialized computer.
A virtual PBX in the cloud has the difference that anyone can install and access it. This is what makes it more accessible both in price and operation, in addition to presenting itself today as a better system to monitor processes and changes within a company.
What are the types of interactive voice response?
To complement the information on what interactive voice response is in customer service, learn about its different types:
IVR Active or Outgoing
This setting is called active because it is the system that contacts the user. It sends an automatic message to the customer, which is usually a promotion from the company or a notice about a possible payment problem.
Incoming or Receptive IVR
This type of IVR is responsible for receiving the customer's call and transferring it to a specific department.
Reverse IVR
It has a similar process to the active IVR, but offers more options to the customer, has a human agent and is more personalized.
IVR Surveys
It is the interactive voice response that at the end of the call offers different options for the client to evaluate the service according to their degree of satisfaction in a survey .
IVR TTS
This type of interactive voice response system reproduces a text by reading it. It is widely used as a form of inclusion to offer people with some type of visual impairment a better experience.
IVR ASR
This interactive voice response is an automatic speech recognition (ASR) technology that offers a more humanized interaction. ASR is a model that recognizes the keywords spoken by the customer and is therefore able to speak to him.
Record messages that match the customer's profile : to do this, you need to know them well in order to use expressions and a tone of voice that match them.
Eliminate unnecessary messages: Be as direct as possible, avoiding prompts like: “listen carefully to the next message.”
Offer the option to return to the previous menu: This practice promotes a positive customer experience, especially when there are many options on the menu. This option prevents the user from getting confused and having to make the call again.
Introduce the option of speaking to an agent: Many customers want to be autonomous and resolve their demands and needs on their own. However, the interactive voice response should provide the option of speaking to a teleoperator , as there are users who like to interact with a human agent. In addition, they may have a more complex issue that requires the intervention of an operator.
