A blog about teaching robots to talk

Keep up-to-date with the latest IVR news, technology and conversational developments with the VoxGen blog

Containment is the Wrong Metric! Here’s Why

Ever get the feeling something’s just too easy? That’s how we feel when we’re looking at containment — the number of calls or chats that don’t go to an agent, divided by the total number of calls or chats received. Containment is the industry standar…

Why your IVR, voice and chatbots need HR for AI

There are two fundamental differences between conversational experiences, like IVR, voice and chatbo…

What’s the best conversational AI platform?

You know you need to up your game with Conversational AI. Maybe speech enabling your IVR, or impleme…

How Do I Get More ROI Out of My IVR, Voice, or Chatbot Platform?

You're expected to meet escalating customer experience expectations and manage costs at the same tim…

AI can’t solve your customer service problem. Here’s why.

Everyone’s talking about AI. Like ‘the cloud’ numerous years ago, if your product isn’t powe…

Design IVR Conversations not Call Flows

Planning any type of automated customer communication can be tricky, but in the voice channel it’s…

IVR User Experience Testing

I’ve often been asked why user testing is so important. It’s an activity that is embedded in our…

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