CORRECTING and REPLACING PHOTO Intelligent Virtual Assistants Rescuing Consumers from Frustrating IVR Interactions

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Thursday, November 29th 2012

Unfriendly, menu-driven technology is being phased out by conversational, user-driven technology.

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Please replace the photo with the accompanying corrected photo.

IVA vs. IVR Showdown (Photo: Business Wire)

IVA vs. IVR Showdown (Photo: Business Wire)

The release reads:

INTELLIGENT VIRTUAL ASSISTANTS RESCUING CONSUMERS FROM FRUSTRATING IVR INTERACTIONS

Unfriendly, menu-driven technology is being phased out by conversational, user-driven technology.

Nobody likes talking to an automated phone system. In fact, in a recent report conducted by New York University, 83% of customers stop giving business to companies with bad IVR systems and 70% of customers will share their bad IVR experience with friends and family and will use social media networks to voice their frustrations (just search ‘I hate IVRs’ on Google).

Created in the early 70’s, IVR technology afforded companies the advantage of offering 24/7 access to a variety of services and information via the phone. The mainstream adoption of these systems in the 90’s further drove consumers’ appetite for anytime access. Much like most self-service platforms of the past, IVR systems were not designed to provide a positive customer experience, but rather to allow customers to complete simple tasks at extended company hours.

“Companies are finding that delivering a richer, more robust experience on their websites and mobile applications results in higher conversion and engagement rates,” said Fred Brown, Next IT CEO. “Today’s competitive brands know that owning the customer experience will put them on top, every time. That means bucking traditional self-service by offering a technology that consumers prefer.”

IVAs Put Customers First

Brown’s right: According to Forrester, today’s customers expect efficient, consistent, personalized services across all service channels – something that IVRs simply were not designed to achieve. Intelligent Virtual Assistants (IVAs), like the ones built by Next IT, are different because they are designed with the end user in mind. They serve as brand advocates, are user-driven, conversational, available across channels and don’t force users through a pre-determined menu. Check out the “Customer Experience Tech Showdown” infographic to see a side-by-side comparison of the two technologies.

“IVR companies are realizing they can’t compete with free-flowing, unconfined solutions and they have started looking at ways to replicate the experience delivered by IVAs,” Brown continued. “The issue they will meet is that the IVR doesn’t simply become an IVA.”

Contacts

Next IT
Jacquelyn D’Andrea, 617-969-9192
NextIT@corporateink.com

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