What your IVR doesn't want you to know.
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The document discusses the drawbacks of traditional interactive voice response (IVR) systems used by many companies for customer service calls. Traditional IVRs rely solely on speech recognition and menus, which often lead to errors and frustrations for customers. This creates a poor customer experience and is an expensive problem for companies. The document introduces an alternative solution called human-assisted automation that aims to make customer service calls more like natural conversations by incorporating a human element. It claims this approach leads to more successful interactions and higher customer satisfaction compared to traditional IVR systems.
What your IVR doesn't want you to know.
- 1. | 1 WHAT YOUR IVR DOESN’T WANT YOU TO KNOW The not-so-hidden cost of traditional interactive voice response systems.
- 2. |© 2015 Interactions LLC Proprietary and Confidential 2 BAD CUSTOMER SERVICE IS EXPENSIVE.
- 3. |© 2015 Interactions LLC Proprietary and Confidential 3 YOUR WEAKEST CHANNEL — THE PHONE — IS ALSO THE MOST USED.
- 4. |© 2015 Interactions LLC Proprietary and Confidential 4 WHY? BECAUSE OF THE ECONOMICS OF ERROR.
- 5. |© 2015 Interactions LLC Proprietary and Confidential 5 TRADITIONAL SPEECH IVRS CREATE A BIG DISCONNECT WITH CUSTOMERS.
- 6. |© 2015 Interactions LLC Proprietary and Confidential 6 TOP COMPLAINTS ABOUT TRADITIONAL SPEECH IVRS:
- 7. |© 2015 Interactions LLC Proprietary and Confidential 7 THERE’S A BETTER SOLUTION THAT YOU AND YOUR CUSTOMERS WILL PREFER.
- 8. |© 2015 Interactions LLC Proprietary and Confidential 8 WITH HUMAN-ASSISTED AUTOMATION, CUSTOMER SERVICE CALLS BECOME PRODUCTIVE CONVERSATIONS. ALMOST EVERYTHING CUSTOMERS SAY CREATES A SUCCESSFUL INTERACTION.
- 9. |© 2015 Interactions LLC Proprietary and Confidential 9 It’s fast, quick, and very easy to use. A well put together service that lets me interact with confidence of getting what I need in a timely manner. Interactions Client Customer “ ”
- 10. |© 2015 Interactions LLC Proprietary and Confidential 10 TOP REASONS WHY LEADING COMPANIES CHOOSE INTERACTIONS:
- 11. |© 2015 Interactions LLC Proprietary and Confidential 11 eDigital, Customer Service Benchmark NewVoiceMedia, Businesses Lose $41B from Bad Customer Service: Here's What to Do Interactions, Holding the Line Interactions, Hanging on the Telephone Interactions, Broadening the Conversation