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.
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.
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.
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.
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.