A natural, intuitive self-service conversational IVR that customers will actually use and prefer.
Consumers demand faster, simpler ways to engage with companies and resolve issues. Digital platforms like Web and mobile make it easy to self‑serve, and continue to raise customers’ expectations. However, call volumes remain high as the conversational interactive voice response (IVR) becomes the escalation channel for more complex issues, putting greater pressure on agents and contact center costs.
Older touch‑tone and directed dialog‑based IVR systems with complicated menu trees don’t meet the needs of today’s savvy consumers. It’s time to adapt to this new reality and strike a balance between meeting growing customer expectations and reducing operational costs.
Nuance Conversational Interactive Voice Response (IVR) enables human‑like interactions that allow individuals to self‑serve and successfully resolve issues within the IVR. It delivers an intuitive service experience that anticipates the caller’s needs and enables them to interact with the system naturally, in their own words. Learn how The Modern Voice combines AI‑powered speech technologies to enable automated conversations that feel almost human.
Companies that offer a conversational IVR will reduce costs, provide better customer experiences, and maximize return on investment.