View
7
Download
0
Category
Preview:
Citation preview
Technology advancements including AI, automation, and machine learning enable voice interactions that:
Create trust and brand affinity
Manage more complex customer
needs without agents
Impact consumer product interest
and purchase choices
PHASE ONE:
Interactional
PHASE TWO:
ConversationalWith the groundwork laid, we refocus on the human element and create personal connections with consumers.
The early days of IVR consisted of vocal recognition advancements and basic building blocks for intelligent machines,creating helpful gateways so that
companies could manage volume and redirect customers to the best end destination.
Endless Possibilities
1980- 90s
First voice synthesizerFirst voice recognizersFirst IVR on mainframe
Basic customer service through vocal scriptsSpeech-enabled IVRBuilding blocks of machine learningComputer telephony integration (CTI)Interpret text into speech (TTS)
Voice interactions have come a long way from the canned questions and stiff answer trees callers encountered not that long ago.
While Interactive Voice Response (IVR) systems have been around for a long time, in recent years, rapid advances in speech processing technologies have reached breakaway velocity, bringing IVR into the modern era and giving rise to intelligent, empathetic, conversational platforms.
2010sDebut of virtual personal assistants (VPAs) such as Alexa (though conversations with them are, and remain largely simple e.g. What’s the weather?)
Emergence of Conversational Commerce (interactions between consumers/companies through messaging, chat apps, or voice technology, where a relationship is established and a value-based transaction likely occurs)
2000s
High level data on customer interactions that inform future interactions
Ability to connect via new portals such as smartphones & tablets
Enabling voice searches on smartphones (Google, Siri)
Augment customer profile with information like website searches, location, caller’s device
Modern conversational IVR opens upa world of business opportunity.
Understand and respond to natural speech,
idioms, and dialects
Mimic human brain processing with
sophisticated machine learning
Determine customer intent and predict needs
“That’s exactly right.”
Engage in personal conversation immediately
Make consumers feel heard
Anticipate needs and provide relevant
suggestions
Be elegant, non-disruptive, and situationally aware
Hand customers to agents at the
moment of need
Integrate effortlessly into a company system
Present potential customers with relevant
purchase ideas
To learn more about modern, AI-powered conversational IVR that can win customers’ hearts and exceed their expectations in the moments that matter, visit us online.
Lead customers down a frictionless path to purchase
Infuse the company’s brand voice to engender
connection and trust
1936 1950- 60s
The Evolution of IVRAnd the Emergence of Conversational Systems
About [24]7.ai[24]7.ai is a customer experience software and services companythe way companies interact with consumers. We help businesses attract and retain customers, and make it possible to create a personalized, predicustomer experience.
For more information visit: http://www.247.ai
Let [24]7.ai help your organization achieve extraordinary results. Contact us today.
1907IGIVR©2019 [24]7.ai, Inc. All Rights Reserved.
www.247.ai queries@247.ai
USA +1 855 692 9247CA +1 866 454 0084
UK +44 0 207 836 9203AUS +61 2 90025780
Recommended