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.

< 1 min read

Using IVR Design to Improve your NPS Score

Using IVR Design to Improve your NPS Score

NPS (Net Promoter Score) is as big a deal for anyone responsible for customer strategy and cost containment. As far as rich, accurate measurements go for customers’ satisfaction and their propensity to act upon it, it’s as good as it gets.

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4 min read

Great IVR Design Starts with the Customer

Great IVR Design Starts with the Customer

In the first of a new series of blog posts exploring the nine core principles of a great IVR, we look at why the customer’s preferences, demands and experiences need to be your top priority at every stage of the IVR design process.

3 min read

Using Data to Personalize the IVR Experience

Using Data to Personalize the IVR Experience

There’s a lot of talk about using big data to create truly personalised customer communications. But our experience shows that, in the IVR channel, even basic amounts of personalisation can lead to major improvements in call resolution rates and customer satisfaction.

2 min read

Is Containment the right approach to measuring IVR Effectiveness?

Is Containment the right approach to measuring IVR Effectiveness?

IVR has historically been a cost-saving tool; reducing the need for expensive contact center agents. In the past, that’s led to an obsession with measuring “containment” – the number of calls that start and finish in the IVR without the caller talking to an agent.