The Future of IVR and Voice CX: Trends and Innovations to Watch

IVR systems have long been central to customer support channels. However, antiquated systems with complicated menus can prove frustrating, while a lack of integration with other channels can severely limit your customer support offering. Fortunately, IVR systems have come a long way in recent years, with artificial intelligence driving the latest innovations. 

AI and Machine Learning in IVR Systems

An effective IVR system should be as intuitive and user-friendly as possible, streamlining the resolution process while providing a tailored customer experience. AI and machine learning can help in both regards, helping callers access the extensions and information they need more quickly via a personalized customer journey. 

IVR systems are becoming increasingly sophisticated thanks to the advent of artificial intelligence. Thanks to advancements in natural language processing (NLP) and other AI-driven elements, it’s becoming easier to understand and interpret the needs of callers, allowing companies to offer faster resolutions and highly personalized responses to customers. 

Machine learning is powering some of the most exciting innovations in IVR development. Thanks to machine learning, AI-enabled IVR systems have become better at interpreting the needs of callers with every interaction. As time moves on and technology evolves, IVR systems will be able to engage in dialogues largely indistinguishable from those shared with live human agents. 

This conversational AI will not only be able to handle routine call routing as standard but be able to undertake more involved and engaging interactions with customers. One of the biggest innovations to look forward to is an increase in contextual understanding. As machine learning advances, automated IVR systems will be able to understand the specific context of caller interactions, enabling real-time problem-solving and tailored experiences that cater to the individual. 

Voice Recognition and Natural Language Processing Advancements

A key element of modern-day IVR systems is natural language processing. With this powerful tool, IVR systems are better able to understand the needs of callers and offer relevant responses in real time. While current solutions are certainly effective, recent advancements in voice recognition and NLP are proving game-changers for IVR systems. 

Today, deep learning models are being utilized to deliver speech recognition technology with unprecedented levels of accuracy. Specifically, it’s models like recurrent neural networks (RNNs) that are being used to help machines better understand human callers, allowing them to properly interpret requests and provide the best responses possible. Compared to previous models, the likes of RRNs and convolutional neural networks (CNNs) are able to understand and interpret incredibly complex speech patterns, driving performance. 

Then there’s the arrival of deep neural networks (DNNs), which have revolutionized acoustic modeling, something that is central to voice recognition and IVR systems. Thanks to DNNs, even the most nuanced language can be effectively interpreted by voice recognition systems. Contextual understanding is also improving, with language models making it easier for machines to understand the subtleties of speech and provide the right answers to specific questions. 

Integration of IVR with Other Customer Support Technologies 

A good IVR system serves as the beating heart for your customer service channels. However, it’s only a single element in a much broader picture. While a majority of customers prefer to engage over the phone with live agents, you’ll need to cater to every user, no matter how they choose to interact with you. This means a complete omnichannel solution, consisting of SMS interactions, email correspondence, social media support, and callback options. 

For best results, you’ll need to successfully integrate your IVR system with the rest of these customer support technologies. Rather than have isolated channels, your aim should be to offer a dynamic alternative that allows users to jump from one channel to another seamlessly. For example, a customer who first engages you via live chat online should be able to then transfer to a telephone call, without having to start the interaction from scratch. An AI-driven IVR system will allow for this, helping shorten the customer journey and deliver highly tailored resolutions. 

If you want to integrate IVR with other customer support channels, consistency is key. To achieve this, make sure you’re extracting caller data from a single source, whether it’s for IVR encounters or live chat exchanges. For a seamless handoff, your IVR system should also be able to recognize the transition from one channel to another, giving customers revised menu options and extensions. 

You also need to start looking at omnichannel customer support as a complete offering. You’ll need to analyze interactions across every channel you’re using to identify patterns like common queries and customer pain points. 

Predictions for the Future of IVR and Customer Interactions 

Despite many companies moving to embrace an omnichannel approach to customer support, voice channels like IVR will always have a key role to play. Going forward, expect AI to drive the biggest trends in IVR system development. 

Conversational AI is certain to become more pronounced, with advancements in machine learning allowing automated IVR systems to become more human-like in their interactions with callers. In addition to cost and labor savings for companies, conversational AI will make for more engaged interactions and higher customer satisfaction rates.

Personalized interactions are also set to become the standard. By mining customer data sets, the best IVR systems can provide tailored responses to individual queries, every time. As well as enhancing caller satisfaction, this personalized approach to support creates more loyal customers and a stronger brand image. 

An increasing use of analytics is also likely. By using analytics tools to gain insights into customer behavior and other metrics, companies can fine-tune their IVR scripts accordingly. With real-time analytics, continuous improvement of IVR systems becomes possible, ensuring high levels of engagement and more satisfied customers. 

Discover BLEND’s IVR Localization Solutions 

Are your current customer support channels falling short? Whether you’re dealing with high rates of call abandonment or plummeting customer satisfaction feedback scores, it might be time to rethink your IVR script. A direct and user-friendly script serves as the core of any good IVR system, but there’s far more involved when it comes to delivering superior customer service. 

If you want to really engage with customers and outmatch your competitors, you need to be leveraging the power of AI. Machine learning and natural language processing are just some of the tools being used to provide human-like automated interactions with customers. Meanwhile, it’s becoming increasingly easy to offer a truly seamless omnichannel experience. 

Eager to overhaul your current IVR and engage with a better caller experience? It’s time to get acquainted with BLEND’s IVR and contact center localization solutions. With an extensive pool of voice talent to choose from, we can help you find the perfect voice persona for your brand. Need support with user testing? We can help with that too. What’s more, with industry-leading studio facilities and recording technologies on hand, you can look forward to spectacular-sounding audio, every time. 
Is it time to give your IVR an overhaul? Get in touch with the team at BLEND today.

Karen Ford

As BLEND’s Managing Director of Contact Center & IVR Solutions, Karen brings over 20 years in the IVR and audio production industries to help global businesses give their customers the best service experience in their native language.

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