Building an Intelligent IVR for More Predictive, Contextual, and Conversational CX
Sitting at the heart of the customer journey, the IVR can make one of the biggest impacts when it comes to driving better customer and agent experiences. To maximize the impact of any incremental technology investments though, we must transcend the omnichannel imperative and design new workflows for the more modern smartphone era consumer. By layering in technology capabilities on a more modern and agile foundation, we can successfully transform the utility of the IVR from a basic tool for routing to a journey orchestration engine for a more personalized, contextual, and conversational CX. Full article: https://ujet.cx/blog/building-an-intelligent-ivr/
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