-->

The Benefits of Automated IVR Training

See more videos from CX Connect 2021 on the CRM YouTube channel.

Read the complete transcript of this clip:

Emerson Sklar: The benefits from the training are significant and very tangible. The time that you spend with this training drives greater and greater ROI. Every small amount of increased speech recognition accuracy that you can that you can generate, that you can capture or realize significantly increases call deflection. Similarly, every small bit of speech recognition accuracy that you can generate significantly increases that first-call resolution rate. It also simply drives greater satisfaction for your customers. I'm sure everyone has had an experience where you dial into into some sort of a call center---you're trying to call your bank to check your account balance and it gives you the weather today, or it routes you to a human agent, or it gives you someone else's account balance. All of those things are terribly frustrating.

All of those things drive increased load on the human agent, and yincreased frustration with those human agents as well. All of those things are very easy and very straightforward to optimize for and to increase the quality of the system.

With the modern speech recognition and AI platforms, we typically see that people began between 60 percent and 75 percent or so successful speech recognition. And you may say, "OK, that's, that's not so bad. You know, 75 percent, that's only one in four is going to have an error." But that's just with one utterance. If you have a call center application that is a multiterm dialogue--I call in and I say, "I want to report a power outage," I give my address, I confirm that's my address, I say the right thing, and it hangs up on me--the likelihood there is that virtually every single person is going to have an experience where it doesn't understand something that they say, even with fairly simple or fairly commonplace access.

What we aim to do with with this training process is to get people to realize a 50 percent or greater reduction in speech recognition errors. That may seem like an extraordinary leap to get from where you began to where ultimately where you want to be. And it is extraordinary. It really is the power of of being able to leverage automation levels.

In addition to those benefits, it also gives you, as a business, additional ammunition to make informed decisions about how much more effort you want to put in based on your business's priorities. If I know that it takes me one week to get from 60 percent to 75 percent and I know it takes me another week to get from 75 percent to 80 percent, and then it takes me a week to get from 80 percent t0 85 percent, and it's going to take me a month to get from 85 percent to 90 percent, that type of information is still valuable to try and drive that speech recognition accuracy up as high as possible. But it enables your developers. It enables your call center managers. It enables your operations team to really make informed decisions about when they want to build that into their voice development lifecycle, and what the potential impact--both in the near-term and in the long-term--would be for for the business, for the enterprise.

CRM Covers
Free
for qualified subscribers
Subscribe Now Current Issue Past Issues

Related Articles

Who Benefits from Contact Center Analytics?

Calabrio Product Marketing Manager Terri Kocon explains how data gathered through contact center analytics can benefit organizations in areas well beyond the contact center itself in this clip from her presentation at CX Connect 2021.

The Challenges of Managing Customer Interactions

Verint Customer Engagement Solutions' Daniel Ziv offers best practices for meeting the myriad challenges of customer interaction management--particularly as volume demands increase and workplaces become less centralized--in this clip from his presentation at CX Connect 2021.

The Case for Conversational AI

SmartAction's Brian Morin and TechStyle Fashion Group's Aarde Cosseboom discuss how TechStyle Fashion Group made CX more manageable through conversational AI and sold stakeholders on the solution in this clip from their presentation at CX Connect 2021.

Key KPIs for Outbound Call Centers

First Orion's Sara Hurst and Kent Nicholas explain how to deploy the right KPIs to measure the success of outbound call centers and branded customer communications in this clip from their presentation at CX Connect 2021.

Key Customer Service Challenges Solved by IVAs

SmartAction's Brian Morin and TechStyle Fashion Group's Aarde Cosseboom discuss service challenges many customer-facing organizations face, and how TechStyle Fashion Group mastered them with intelligent virtual assistants in this clip from their presentation at CX Connect 2021.

How to Leverage Predictive Analytics in the Contact Center

Calabrio Product Marketing Manager Terri Kocon discusses how to deploy next-generation analytics to deliver more actionable insights in the contact center in this clip from her presentation at CX Connect 2021.

How to Deliver Frictionless CX

Validity Senior vice President of Marketing Kate Adams explains how organizations can remove friction from the customer experience through self-assessment and self-secret-shopping and analyzing their CX flow from an external perspective in this clip from her presentation at CX Connect 2021.

How Empathy Improves CX and Drives Outcome-Based Selling

Concentrix' Andy Bird and Will McCain discuss how an empathy-based approach to customer service can drive differentiated experiences in this clip from their presentation at CX Connect 2021.

Goals and Challenges of IVR Modernization

Bespoken Chief Evangelist Emerson Sklar outlines the essential goals of modern, AI-powered IVR--reduced cost, increased throughput, and improved customer satisfaction--and the challenges organizations face in reaching those goals in this clip from his presentation at CX Connect 2021.

CRM and the Three Pillars of Data Management

Validity's Jeff Foley discusses what sets companies with higher-quality CRM data apart from their competitors in this clip from his presentation at CX Connect 2021.