Planning any type of automated customer communication can be tricky, but in the voice channel it’s uniquely tough. To start delivering natural, satisfying experiences through an IVR, designers are tasked with mechanising a very non-mechanical process: human conversation.
Conversational AI chatbots are a hot topic. Looking at our Twitter and LinkedIn feeds, the interest and excitement bubbling around this area is vast. Having worked in conversational user experience (UX) over the last two decades, it’s exciting to see that the industry is experiencing a rapid growth, and delving into emerging technologies like bots and agents.
Personalisation has been a hot topic in IVR Customer experience (CX) circles over the last couple of years. Done well, personalised experiences have the potential to improve CX, increase loyalty, and reduce cost to serve.
It wasn’t too long ago that the only way customers could have a ‘conversation’ with a company was to pick up the phone. That often meant being greeted by the company’s automated phone system, the IVR (interactive voice response).
When it comes to designing great IVR and conversational AI user experiences, understanding and designing for context of use is critical. Context Gathering is core to the VoxGen user-centred design process, and for very good reason.
We talk to a lot of people about their Interactive Voice Response (IVR) systems, and we make a point of calling up all sorts of different companies to see how their IVR systems sound. Something we’ve noticed is that more companies are asking about, and deploying, Natural Language (NL) IVR solutions.