One of the biggest hurdles companies must face when interacting effectively with today’s evolving customers is supporting automated care that feels natural. This obstacle becomes especially pronounced when customers reach for the phone — hoping to connect with an agent but getting an IVR system instead.
When implemented with the proper forethought, automated speech recognition applications offer an intuitive way for brands to create more organic IVR interactions than typically possible with touchtone (DTMF) alone. (Certain tasks are simply too cumbersome to key into your phone!) But to avoid blindly rolling out a sophisticated voice application and making a poor long-term investment, companies must keep in mind that the speech solutions at their disposal are not interchangeable.
Check out these Directed Dialog vs. Natural Language tips, to discover the key differences between the two types of applications, and consider how DTMF can intelligently fit into your CX ecosystem when speech really isn’t the best option for your brand’s needs.