Conversational IVRs are here to stay for good. Soon to become Man’s best friend

 While the pandemic vastly augmented the importance of contact centre cloud solutions, there are more than a multitude of reasons that stand testament to the same. Industry leaders are acknowledging this change and paving the way and exhibiting real world use case scenarios for smaller organisations to adapt to the new normal and embracing features like A.I. Conversational IVR.

Over the public domain there are several reports available that state the speed to technology adoption has happened so fast that a change that would have happened over 5- 6 years has happened in months. The insecurity of organisations losing potential business has driven organisations to rapid adoption of Contact Centre Cloud Solutions.  



When Companies sailed through the pandemic, today, all of them credit intelligent features like the Conversational IVR. The difficulty of making customer service agents come closer to the end consumer has been vastly reduced, enabling a real long term scalable advantage for organisations.

Organisations have begun to have faith in artificial intelligence and how customer interactions are really supposed to take place. Direct costs related to expanding portfolios or services, or enhanced training costs are no more a concern. A single instance of a call centre software can help handle frequent queries by A.I. based Conversational IVRs and escalate the complex ones across to customer service agents. 

The thumb rule in the midst of shifting the technology paradigm for organisations which once again was the toughest mindset to change amongst industry leaders was that an artificial intelligence platform can never achieve a more human like experience. However, while we may remind ourselves, that our generation and our children are already tuned to interacting with artificial intelligence based interactions. Assistants like google assistant, Amazon’s Alexa, Samsung’s Bixby and Microsoft’s Cortana have all been a contributing factor to our lifestyle, our laughter and knowledge based events. The reason why this has been witnessed over the last few years is because human centricity is king when it comes to consumer communication. This becomes another testament to how Organisations can use such technologies to satisfy customer requirements.

One of the most important subset of A.I. based interactions is understanding the behaviour of the consumer via speech analytics mechanisms which are commonly offered by contact centre cloud solutions providers. The insights gained through this mechanism has helped organisations better understand what makes a customer happy and how their customer service department truly performs.

Location: Mumbai, Maharashtra, India

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