How Smart IVR Unlocks a Better Caller Journey

How Smart IVR Unlocks a Better Caller Journey
techrepublic.com

by Corry Cummings • 22 days ago

Smart IVR, an advanced form of interactive voice response systems, enhances customer interaction by using speech recognition and natural language processing. Unlike traditional IVRs, it allows callers to express needs verbally, improving efficiency and satisfaction. Key benefits include reduced call handling costs, lower abandonment rates, and enhanced data collection for customer insights. Effective implementation requires thoughtful planning, including options for live agent assistance and user-friendly call flows, ensuring a smooth caller journey.

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