Boost.ai：2024小对话大影响：对话式IVR(互动式语音应答)如何彻底改变现代呼叫中心（中译版）（12页）.pdf

1、How conversationalIVR is revolutionizingthe modern contact centerSMALL TALK,BIG IMPACT:Voice,the most importantcustomer service channelIn todays fast-paced and digital world,customer service has become more important than ever before.As consumers increasingly demand faster,more personalized,and effi

2、cient support,businesses have to adapt and modernize their contact centers to meet their customers expectations.One channel that has stood out as the most valuable in delivering exceptional customer service is voice,better known as phone support.According to data from Zendesk,91%of customers believe

3、 that speaking to a live agent is the most effective way to get their issues resolved,and 59%of consumers prefer the phone as their primary channel for customer support.These statistics show that voice is a crucial touchpoint for customer service,and businesses that prioritize this channel are bette

4、r positioned to meet their customers needs and expectations.However,delivering high-quality voice support at scale can be a challenge for many organizations.Long wait times,frustrating IVR systems,and untrained agents can all lead to a negative customer experience,which can result in lost business a

5、nd damage to a companys reputation.This is where conversational IVR comes in.INTRODUCTIONConversational IVR is an AI-powered technology that allows businesses to automate their voice support channels,providing faster and more efficient service to their customers.This technology can handle simple inq

6、uiries,such as checking account balances or changing passwords or be combined with backend systems like Robotic Process Automation(RPA)to perform more complex tasks and transactions,freeing up human agents to focus on more nuanced issues.Moreover,voice bots powered by conversational IVR can provide