I've spent time with IVR systems, and what I've always found is how impersonal and infuriating old-school IVRs can be. You've heard it all before—press 1 to reach support, press 2 to reach sales, press 3 because you forgot why you made the call in the first place.
I've recently been playing around with Conversational IVR configurations, and to be honest, it's like a game-changer. Rather than stiff menus, callers can simply say what they need—"I need to reset my password" or "I want to check my account balance"—and the system actually catches and directs them accordingly.
A couple of things that were fascinating when I was experimenting with it:
🎙️ NLP: The system does not just depend on DTMF inputs (keypad presses). It understands intent.
⚡ Short call flows: Less time spent getting through multi-level menus.
😀 Improved user experience: Callers don't feel like they're "talking to a machine."
🔗 Integration friendly: Can integrate with CRMs, ticketing tools, or even payment systems.
I was wondering if anyone else here has attempted setting up or using Conversational IVR.
- What platforms or tools did you use?
- Did it actually cut call handling time in your usage?
Would love to see actual use-case scenarios or advice from others who've tried this!
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