IVR hell: 'Oh, great, NOW you tell me' | NetworkWorld.com Community
IVR hell: 'Oh, great, NOW you tell me' | NetworkWorld.com Community
In this case the directed dialog approach doesn't impress a caller who just wants an answer; having to answer 9 questions just to be told to call back again. I understand the desire to route to specialized agents or even prompt a universal agent with time-saving information. There is a simple and more effective approach. "How may I help you".
With Guided Speech IVR you are able to deal with open ended dialogs and route calls with virtually no errors, since there are live human agents helping to get the caller to the right application/agent. Also, the faster an automated system can "recognize" a callers request, then the more tolerant they are with other aspects of automation. I have heard about a study that indicates a 37 second threshold for callers to be on hold before they hang up. What would happend if all those callers were greeted with "How may I help you", then after they talk, "Sure I can help you with that".
IVR, Guided Speech IVR, Universal Agent
More on this item
In this case the directed dialog approach doesn't impress a caller who just wants an answer; having to answer 9 questions just to be told to call back again. I understand the desire to route to specialized agents or even prompt a universal agent with time-saving information. There is a simple and more effective approach. "How may I help you".
With Guided Speech IVR you are able to deal with open ended dialogs and route calls with virtually no errors, since there are live human agents helping to get the caller to the right application/agent. Also, the faster an automated system can "recognize" a callers request, then the more tolerant they are with other aspects of automation. I have heard about a study that indicates a 37 second threshold for callers to be on hold before they hang up. What would happend if all those callers were greeted with "How may I help you", then after they talk, "Sure I can help you with that".
IVR, Guided Speech IVR, Universal Agent
