The average consumer today is on-the-go and multi-tasking like never before and, in turn, placing high value on convenience when engaging with companies. Conversational speech enables companies to simplify and streamline IVR interactions to deliver a more effortless caller experience. In this fourth part of our blog series regarding why to use conversational speech, Dena Skrbina discusses the trend toward “hypertasking” or the growing consumer demand for convenience, and how the latest conversational speech technologies can help businesses exceed customer expectations for IVR service excellence.
It’s no secret that consumer multi-tasking is a part of daily life. In fact, it’s rapidly morphing into something that TRENDWATCHING.COM has dubbed “hypertasking” and it’s sneaking into all aspects of our daily lives. Google’s new Multi-Screen Research shows that 81% of us use our smartphones while watching television. Nielsen surveys offer further proof, revealing that most smartphone and tablet users juggle numerous activities—checking email, watching TV, texting, and shopping—all at the same time. Some consumers even hypertask behind the wheel, a dangerous practice!So what does this mean for your IVR? With your customers trying to do more things at once, making self-service interactions as effortless as possible needs to be a top priority.
Conversational speech enables you to offer intelligent and effortless customer service across your IVR and mobile channels. Speech-enabled IVR interfaces allow for hands-free interaction–with no touching or swiping required. Some intelligent IVRs even take convenience to the next level by anticipating the caller’s request and delivering information proactively, without the caller even needing to ask. US Airways, for example, makes customer convenience a top priority and that commitment extends to its IVR. Callers who are members of the airline’s frequent flyer program are identified based on their phone number. The IVR greets them by name, anticipates why they’re calling, and delivers proactive information to speed and streamline the interaction. Listen to this example:
US Airways’ IVR brings together personalization, proactive delivery, conversational speech, and a high-quality voice persona to provide a truly effortless IVR caller experience that’s ideal for today’s hypertasking, on-the-go consumers. In fact, the IVR experience is so natural that many callers say “thank you.” Read the US Airways case study to learn more.
An additional solution which delivers the convenience that today’s consumers demand is voice biometrics. This technology is used by companies to authenticate customers calling in to the contact center so that they are no longer forced through an interrogation process when they first call in to get service. Instead, they simply use their voice to prove their identity either by stating a simple passphrase, or through a natural dialog with an agent, which makes the first point of contact with a company a more pleasant and convenient process.
Want to deliver the convenience that today’s consumers demand? Use conversational speech to make IVR interactions natural and effortless—from the moment that a caller dials in to the resolution of their issue – for a superior caller experience. To learn more download our new white paper “5 Must-Dos for Delivering Self-Service Magic“
Dena Skrbina is Solutions Marketing Director for the Nuance OnDemand Speech/IVR and Multi-Channel Virtual Assistant Platform. Dena is passionate about IVR and has spent her career focused on contact center solutions with a single goal: to improve the customer experience. Her attraction to this decades-old technology is simply this; consumers don’t like IVR. Or, to clarify, they don’t like *bad* IVR. Having spent her 25-year career designing, programming, and marketing innovative contact center apps for some of the world's leading companies, she is dedicated to ensuring customers have a positive experience with IVR.
Previous to Nuance, Dena held positions at BeVocal, Tellme Networks, Edify, Aspect Communications, and VMX Inc. She received her B.S. in Computer Science from National University. Dena programmed her first IVR in 1989 and has never looked back.