Shaping the IVR of the Future Will Require New Technology and Some Common Sense

Ken Landoline
Ken Landoline

Summary Bullets:

  • As any customer service satisfaction survey will reveal, today’s interactive voice response (IVR) systems, which were designed to encourage self-service, cut costs and speed up interactions, are brimming with problems and often result in an increase in customer calls to live agents and diminished overall customer satisfaction and loyalty.
  • While there has clearly been an increase in the technological tools and data applications available to boost IVR performance, it is also clear that common sense often remains the key missing ingredient in many implementations.

As I have discussed in previous blogs, despite the intent to make customer service faster and better, I believe IVR systems continue to cause more problems than they fix in today’s customer service marketplace. Without a doubt, they continue to be the source of a growing amount of frustration in the minds of the customers they were designed to help. While there is little doubt that the expanding set of technological advances ranging from the ubiquitous nature of cloud applications and services to the availability of big data analysis and context-related personalization will help, we should not overlook the benefits of common sense to improve customer service using today’s available tools and those yet to be introduced. Continue reading “Shaping the IVR of the Future Will Require New Technology and Some Common Sense”