IVR, Chatbots, Interactive Text Response (ITR), digital self-service with seamless transfer to agent. ‘Let me do it’ consumers want to get things done at their convenience – dictating the ‘when, where and how’ of communicating with organizations. Give consumers the power of personalized, continuous, context-aware dialogs across channels (IVR, Messaging/Chatbot, Mobile, Web) and interactions (informational and transactional), even when moving from self-service to live agent assistance. It is time to rethink self-service, to reshape it from frustrating ‘press 1’ IVR experiences to refreshingly easy and frictionless interactions that cross modern forms of interactive voice response like Visual IVR and Amazon Echo to a host of digital self-services options, from Facebook Messenger and automated chatbots to special-purpose disposable web apps. Reimagine self-service employing:
- State-of-the-art text and speech recognition, fuelled by natural language understanding technology.
- Dynamic personalization that presents menu options based on likely user intent – such as inquiring about a recently placed online order.
- Harmonious integration with the contact centre and the larger customer experience so agents don’t miss a beat when customers transfer to live assistance when needed.