A solution to IVR’s many problems
While IVR has technically been around in some form or another since the mid-1970s, it was widely implemented in the 2000’s. IVR limited functioning is proven to actually deter business. It’s time we embrace modern voice bots as the solution to IVR’s numerous issues. So, what sets a modern voice bot apart from traditional IVR systems?
A humanized call experience and rapid redirecting
Over annunciating is one of the more infuriating aspects of dealing with IVR systems. Modern voice bots use artificial intelligence-powered tech to better recognize varying patterns of speech. This technology, known as Natural Language Processing (NLP), has customizable accents to make customers from all over the world feel like they’re having a normal conversation. These bots will be able to answer simple questions. For more complex queries, they can identify which customer service representative is needed and quickly redirect the call.
Utilize existing data
Unlike IVR systems that are limited when they collect, store, or use valuable caller data, modern voice bots will take advantage of existing data and will identify caller sentiment and other valuable insights to help your company gain important customer information.
A voice bot that can sell?
Modern voice bots are able to understand caller preferences and anticipate their demands due to their interconnected back-end systems. Additionally, voice bots have unlimited access to customer context, which allows for personalized sales opportunities. When a voice bot can identify a specific caller immediately, they can sell them on specific products related to their personal customer journey.
Your voice channel is the gateway to your business
If your hotel is using outdated IVR technology to greet current or potential guests, they won’t feel welcomed. Where IVR falls short in terms of personal ability, instructiveness, and quick redirecting, modern voice bots excel.