Artificial Intelligence (AI) is changing the dynamics of communication businesses. An integrated IVR phone number enhances the features of the cloud solution and maximises the benefits of the solution. With it, the IVR system operates both with and without human agents. The IVR menu allows a business to offer service and communication without any human agent. The menu works with the DTMF input that is entered by the customer. It operates in self-service mode and offers instant solutions, information and connection. It also automatically routes all inbound calls to the agents, if requested and required. A business with an integrated IVR solution can accelerate its features with bonuses in every aspect and strengthen the business.
Al and IVR are playing an amazing role in transforming customer service. The combination is a boon to businesses of different industries. Some of the major features that are improving customer service are:
- Customer self-service: with an Al-integrated IVR number, customers can identify and find support without any manual or agent assistance. Globally, around 81% of customers want more self-service options; and 75% of customers consider self-service as a convenient way to address service issues. Self-service allows a business to offer personalised targeted strategies for service delivery. It is based on the customer’s preferred time and convenience. Al makes this interaction more human-like with all the features of a human. It not only makes communication faster but also offers accuracy and different options to make the interaction comfortable and convenient.
- Robotic Process Automation (RPA): Al IVR number can simplify tasks that are performed by agents. The bots focus on updating records, managing incidents and providing proactive outreach to the customers. It helps a business and the agents by simplifying the process by reducing repetitive transactions and suggesting simple processes to the customers for service delivery. This IVR number can prioritise and deploy correctly which improves the service delivery mechanisms. It also reduces human dependency, eliminates the time-consuming process and accelerates the solution time for offering service.
- Sentiment and emotion analytics: Al IVR system can benefit as it uses sentiment and emotion analytics that prepare the agents to communicate with the customer. As the technology recognizes the mood of the customer, the communication can be directed to interject and de-escalate the situation. It helps a business to get honest and satisfied feedback from the customer. Many industries have been using this feature that increases customer engagement rates and also enhances customer satisfaction. As each business aims to increase customer satisfaction through customer service, this feature aids in enhancing it by preparing the agents accordingly.
- Machine learning: Al IVR system helps to process large data sets of inbound and outbound calls. It offers machine learning support that can predict and analyse the common questions, repeated questions and responses. It supports any analysis or points missed by the agents. It also helps the IVR system with situations based on prior results to resolve customer problems. It supports business with deeper analysis for better customer service delivery.
- Multi-lingual support: With Al technology, a business can easily identify the language and communicate accordingly. It can allow a business to offer local, national as well as international language options and modes of communication. With human-like voice and communication skills, it reduces the gaps in language barriers and also reduces the work workload of the agents. It can handle large call volumes within a short period and communicate with the language as per the choice of the customer. The accuracy in pronunciation and delivery increases customer engagement rate.
Al-integrated IVR systems are a treasure for any business. It reduces time, saves money and offers high-quality service delivery. It does not require any external support or manual operation. Al is making communication easier by reducing technology challenges for people of any age, gender or community. It is a user-friendly mode of service delivery. IVR service providers also offer various features like Speech-to-Text (STT), Text-to-Speech (TTS), Natural Language Processing (NLP) and Dialog Flow. SST enables conversion of human speech to text automatically, TTS converts text to speech that resembles a human voice; while NLP processes text or speech automatically using the AL-powered software. Dialog Flow allows the users to design, build and integrate conversational interfaces into applications.