Facilitates Meaningful Conversations and Enhances Customer Experience
The Agent-assisted IVR maximizes the performance of an automated self-service session by bridging an agent to the session when the application encounters an issue. The agent can dynamically direct pre-recorded phrases to initiate a dialog with the caller, without the caller knowing an agent is involved. This helps in eliminating customer frustrations caused by complex-structured menu options and speech recognition errors.
- The new feature allows the agent to gain a better control over customer interactions
- It maintains the quality of the service by relying on automation while limiting the amount of human intervention
- It eliminates any scope of errors, brings uniformity in interaction processes, and increases the ease of use for the agents
- It improves call completion rates, allows for more effective agent segmentation, reduces costs, and improves customer satisfaction