Artificial Intelligence and the Future of IVR

March 04, 2016 Artificial Intelligence and the Future of IVR There are plenty of good arguments for why companies should still invest in an interactive voice response (IVR) solution, but there are plenty of scenarios that might understandably turn a business away from relying on IVR. After all, an IVR is interactive, not intelligent. If not programmed with all the static options a customer might need, it at best slows down the time until a customer gets to speak to a live agent. At worst, it may turn the customer away altogether. But there is still value in IVR; it just needs to evolve to better cover customers’ needs. While there are enhanced IVR solutions out there that promise to enhance what IVR can do—visual IVR comes to mind—there’s only…

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