Interactive Voice Response (IVR)

Author: Sabio

Date: 12th November 2004

Voice self service has the potential to contribute significant business benefit to many organisations. Using the latest technologies along with a caller-focussed design approach, it is now possible to deploy solutions that actually improve caller satisfaction. Speech technologies can be used to automate complete functions, or can be seamlessly integrated with the call centre, allowing customers to use self-service only on appropriate tasks.

Successful voice self service applications are designed around caller needs. Design should be user-centric, providing easy to use access to supported functionality. The most successful applications demonstrate clear user benefit, often in terms of security, privacy, convenience or cost of service. Along with delivering caller benefits, self-service solutions can also support corporate objectives around providing consistent customer interaction and the projection of a corporate image.

Systems can be deployed to utilise advanced natural language speech recognition, touch-tone (DTMF) or a combination of both. Self-service prompting is provided using pre-recorded audio or synthesised speech (TTS) as required. Access to secure services can be controlled using biometric voiceprint technologies. Whilst well designed voice self service applications can be beneficial for the customer and the organisation, the introduction of business rules within the application can add a further dimension to the solution, and provide enhanced levels of service and business procedures. Self-service solutions deployed with CTI functionality support seamless call handling, where some or all of the transaction can be automated. This structure supports the provision of caller benefits of automation, without creating inconvenience when call completion with an agent is required.

Example Uses and Business Benefits

Reduced cost of service: Voice self-service deployed within a stock trading environment exceeded an automation target of 80% of telephony trades within 5 months of live operation. Trades were executed at discounted cost to the caller when using the self-service system. The reduced handling costs provided operational margin gains for the deploying organisation along with improved customer satisfaction.

Consistent Information Presentation

Applications can be implemented to play information that is often repeated by the agent, such as greeting or compliance statements. This ensures consistent high quality delivery of key information, whilst removing some of the more laborious agent tasks.

Added Security

Voice self-service is used to pre validate the caller using speech or DTMF passwords or the latest biometric voice print technology. Callers benefit from enhanced security, whilst there are operational gains from fraud control and reduced agent handling time.

Automation of Low Value Tasks

Self-service solutions can be provided to support low value transactions, such as reporting account balance or updating address information. Callers benefit from convenience, whilst operational costs are reduced.

Successful voice self-service deployments require a combination of good business understanding, user-centric design, advanced technologies and effective systems integration. Innovative, strategic thinking, allied with a practical delivery capability.
 


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