3 min read

Design IVR Conversations not Call Flows

Design IVR Conversations not Call Flows

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.

5 min read

Designing conversational AI chatbots and what we can learn from IVR

Designing conversational AI chatbots and what we can learn from IVR

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.

5 min read

Improving the IVR Experience with Personalization

Improving the IVR Experience with Personalization

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.

6 min read

The what, why and how of great conversation & conversational AI design

The what, why and how of great conversation & conversational AI design

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).

5 min read

The importance of Context Gathering for great IVR and conversational AI design

The importance of Context Gathering for great IVR and conversational AI design

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.

6 min read

Natural language IVR – what, why, how?

Natural language IVR – what, why, how?

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.