What are the consequences of voice bot dependence?
According to Vonage, an industry leader in cloud communication, 61% of customers feel that IVRs make for a poor experience. Additionally, the State of IVR in 2018 asserts that 83% of customers have abandoned a company altogether after reaching an IVR’s menu of options. Customer service experts have since identified the error of mass implementation of IVR.
The last year and a half put IVR systems to the ultimate stress test, especially in the travel industry. When flights are canceled in mass, call volumes for airlines surge, and it’s clear that IVR systems are hurting the customer experience rather than simplifying it.
Where do we go from here?
It’s 2021, automated customer service experiences don’t have to be so painstakingly miserable. Many corporations need some type of automated system to help process and sort callers. An investment in technology to create a customer-focused, alternative intelligence-powered voice bot is a feasible solution.
A voice bot with a focus on increasing response time, decreasing total call time, and quickly redirecting callers with an added component of a humanlike interaction is now a reality. Keep your eye out for our next story when we introduce Bella™, The Virtual Hotel Agent™.