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Everyone’s talking about AI. Like "the cloud" numerous years ago, if your product isn’t powered by AI, forget it. If you believe everything you read, you’d think AI is the answer to everything from driverless cars (which it is) to natural and engaging chatbots, intelligent assistants, and IVR systems (which, unfortunately, it isn’t).
AI can’t solve your customer service problem. Here’s why.
Too many IVRs are developed without giving due thought to the callers who use them. Here’s why it pays to do user experience (UX) research.
Steve Jobs famously said:
“You’ve got to start with the customer experience and work back towards the technology – not the other way around.”
Yet for many companies designing and developing interactive voice response (IVR) systems, that user experience is an afterthought – if it’s considered at all.
Start With the Caller: Why UX Research is Vital to Great IVR
Consumer expectations are being set by voice assistants like Siri, Google Assistant, and Alexa. We interact with this technology every day. So do business leaders. We often hear clients complain that their own voice channels pale in comparison to the voice assistants offered by tech giants. Frequently, they assume the solution is investing in new technology.
Want Your IVR to Perform Like Alexa or Google Assistant? Here’s How You Do It.
