IVRs Are Outdated & Being Outperformed by Amelia, a Conversational AI

When you look at what Amelia, a Conversational AI, has over the traditional IVR (Interactive Voice Response) systems, the Pros are many. Let’s start with the definition of IVRs. IVRs have been around for a long time. First introduced in the 1970s as a means of directing phone traffic. They are designed to answer the phone, virtually queue, and ultimately route callers into categories. From there, humans are needed to finish the call. In the 70s and 80s, this technology worked well.

But times have changed. Historically, IVRs were designed around the company’s needs that deployed them and NOT the caller’s needs. IVRs were designed to improve customer service but they are not sophisticated enough to resolve problems for many reasons and tapping into a company’s database to resolve issues, is one of them. This self-service approach was not even imagined back then. As our population increased in size and users had access to cell phones, more calls are made throughout the day, causing a huge increase in demand. As a society, we have become more speed-sensitive. We want what we want now, with no waiting. IVRs are not equipped to handle the answers to these needs.

What is the answer to this growing communication problem? How can we lower the frustration levels of customers?

Conversation AI is part of the answer. Get rid of the old IVRs and give your human agents a virtual assistant who can actually answer questions and handle complex situations. By linking into a back-office computer system you can supply your Virtual Agents with the tools they need to solve problems.  You can now leverage technology to help improve customer satisfaction and at the same time lower employee stress.

Lowering employee stress is an understated successful outcome of using conversational AIs. By removing much of the nonproductive noise from their plate, employees can focus on the more meaningful and rewarding customer service requests.

For a deeper dive on this subject of IVRs versus our Conversational AI –  please CLICK HERE.