IVR Deflection Through Conversational AI

Waiting on hold in a call center queue to get help is often a frustrating experience. In fact, 55% of consumers identify it as the most frustrating part of any customer service experience (Forbes). As a result, businesses are always looking for ways to cut call wait times and increase their resolution rates.

While IVR (Interactive Voice Response) was once considered the silver bullet that would solve the problem, businesses have often struggled to implement it effectively. Fortunately, there are several ways organizations can improve IVR implementation and ensure it fulfills its potential. IVR deflection using EDC’s Conversational AI solution is one of the methods that is gaining popularity.

What is IVR deflection?

IVR deflection is the process of providing callers with the option to shift their call to an alternative channel such as an AI chatbot on a messaging platform. The customer can then get immediate help on their device without waiting for an agent to become available.

How does IVR deflection work?

EDC’s IVR deflection solution lets businesses redirect voice calls to a messaging platform through the Conversational AI platform. Once callers opt to move, they will receive an outbound message over SMS, WhatsApp, or in-app messaging, inviting them to respond and start chatting directly with the business.

The customer conversation is routed into the company's Conversational AI agent workspace, where conversations can be handled by human agents, automation, or a blend of both. This service delivers a richer and more personalized consumer experience while harnessing all the functionality of the Conversational AI platform.

Benefits to your business with IVR deflection

• Spread demand - This approach reduces the strain on call centers - by deflecting more customers away from voice calls, pressure is taken off agents and they are able to dedicate more time to complex inquiries that require a human touch.
• Satisfied customers - Studies show that many consumers prefer self-serve channels to live agent support. Improving access to these channels and resolving inquiries quicker means more satisfied customers, and more satisfied customers means more loyalty.
• Employee satisfaction - Reduced queuing times and quicker access to the right support means that employees are dealing with more relaxed callers. Having the time and capacity to deal with more complex issues also increases job satisfaction for customer service teams.
• Scalability - the EDC solution is instantly scalable. The automated customer service channels can accommodate as many or as few sessions as the situation demands, without significantly affecting staffing levels.
• Reduced costs - Overall costs are lower using IVR deflection because agents can field many more queries.

Benefits to the customer of IVR deflection

• Reduced waiting time - IVR deflection eliminates the need for customers to wait in long, frustrating queues. They can choose to resolve their query through messaging channels instead.
• Choice of service channel - When waiting in line is the only option, it’s easy to get frustrated. IVR deflection offers the caller an alternative route to finding an answer to their question.
• Quicker resolutions - IVR deflection ultimately leads to callers having their queries answered sooner, either through their routine queries being handled by an automated system or being directed to a human agent who can get to the heart of their question.

Adding IVR deflection with EDC

IVR deflection is available to EDC clients using the Conversational AI platform. It’s a win-win for businesses and customers because it reduces costs, improves the quality of support, and leads to shorter queues. This has knock-on effects which lead to more satisfied customers and less pressured staff.

With EDC’s Conversational AI solution, implementing IVR deflection is quick, easy, and cost-effective. Speak to our team today to take the next step in adding IVR deflection capabilities to your contact center.