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According to several recent research studies, people will go to great lengths to avoid interactive voice response (IVR) systems. Yet progressive, customer-pleasing companies like Hyatt Hotels are putting conversational IVR systems into place to the benefit of both their guests and their contact center agents. Therefore, in an age when some have said “The IVR is Dead,” we see “Conversational IVR” playing the role of Virtual Assistant in the enterprise, fostering a better customer experience and higher morale among customer service representatives.

CHENONCEAU (FRANCE)
CHENONCEAU (FRANCIA)

MONT SAINT MICHEL (FRANCE)

MONT SAINT MICHEL (FRANCIA)

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Conversational Commerce Paper: IVRs Take on New Tasks

The attached study looks at customer perceptions of IVRs and other various methods of customer service. The following are its key findings: • While new technological platforms such as social media and tablet computing are by now familiar to consumers, the telephone remains the preferred method for customer service. • Most customers still prefer speaking with live customer service representatives, although an overwhelming majority are convinced that CSRs are either failing to get better or are getting worse. • Customers expect automated telephone service systems to improve, and are inclined to punish companies for failing to comply.

Holding the Line: Customer Perceptions of Interactive Voice Response Systems

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