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Interactive Voice Response (IVR) systems are making quite a comeback. They’ve been refined and reimagined over the years and have evolved significantly through the mobile era.
It’s easy to forget that when we interact with automated attendants, we’re actually interacting with one of the most conventional forms of artificial intelligence. Andrew Ng, Chief Scientist at Baidu, discovered that the recent advancement in voice recognition technology has officially surpassed human accuracy. These automations recorded human speech with 20.4% more accuracy than manual typing on a mobile keyboard.
Andrew Ng adds, “Humanity was never designed to communicate by using our fingers to poke at a tiny little keyboard on a mobile phone. Speech has always been a much more natural way for humans to communicate with each other.”
In addition to this great insight, another study found that 61% of consumers prefer getting customer support through phone calls rather than e-mail or live chat, and another 67% of consumers prefer self-servicing rather than speaking to a business representative. These findings tell us one definite truth. The Interactive Voice Response system is making a comeback because of modern technology, so businesses better find themselves a high level, fully integrated and customizable IVR system that will boost, not wreck, their customer experience!
Does such a sweeping system exist? Yes! Phonexa’s call logic platform is equipped with an advanced, multi-level IVR with features that includes the ability to design custom questions, add filters, name customers, assign categories, work from proven, pre-existing templates, and professional recordings.
VoicePLUS, our revolutionary speech recognition capability, makes for the highest level of customer self-service and skills-based call routing. VoicePLUS becomes the crux of your IVR system, allowing for a smoother and more effective customer service experience.
Phonexa’s IVR system and speech recognition capabilities puts you in control. The convenience of having a powerful and all-inclusive IVR system will enhance your customer service satisfaction and keep your business ahead.
What makes Phonexa different? Schedule a consultation.
