Category: IVR & Self-Service


Category: IVR & Self-Service
West Corporation

Posted on juin 12, 2020 by West Corporation 


7 Benefits of Using AI in Conversational Experience Design | Inside CX

Many customers today still try to bypass self-service options, like an IVR, as quickly as possible. They immediately press “0” or ask for a representative, but using AI and conversational experience design (also known as conversation design) makes the self-service experience more enjoyable and successful. Read More >

West Corporation

Posted on mai 1, 2020 by West Corporation 


IVR Trends to Watch in 2020 and Beyond | Inside CX

IVR, or interactive voice response, has been around for a long time, but these popular solutions have changed a lot in recent years. In fact, current IVR trends lead these solutions to be more like intelligent digital assistants today, rather than simple phone trees of years past. Read More >

West Corporation

Posted on octobre 3, 2019 by West Corporation 


NLP Chatbot & Conversational UI: Future of Chatbot Customer Service

From small business owners to global influencers, chatbot customer service has been hyped as one of the most important customer experience solutions for businesses today. No matter what the customer is buying, be it software from an online giant or carnations from a local flower shop, a chatbot may be there to help drive the purchase. So for business owners and IT pros who want their bot to stand out, be sure to consider an NLP chatbot and conversational UI. Read More >

West Corporation

Posted on juin 13, 2019 by West Corporation 


Directed Dialog or Natural Language: Is Conversational IVR Right for You?

Directed dialog or natural language. You may not understand those two terms, but chances are pretty good you’re already using one of them when communicating with your customers. They both describe a form of interactive voice response (IVR) system, but one creates a far more conversational IVR experience. Read through the comparison below and see just what you need to know about choosing a directed dialog or natural language option.

Read More >

West Corporation

Posted on mars 6, 2019 by West Corporation 


Visual IVR Demo: Mobile IVR Bridges the Customer Service Gap

Traditional interactive voice response (IVR) is still the golden standard for self-service. But it’s safe to say it doesn’t have the best reputation in the minds of many consumers. From dated interfaces to limited verbal working memory, there are many reasons a standard IVR fails, and businesses are looking for a more mobile IVR to provide results. Thankfully, a new technology has produced a workable solution: visual IVR. (And don’t miss the visual IVR demo at the bottom of the page.)

Read More >

West Corporation

Posted on septembre 14, 2018 by West Corporation 


How to Use an Outage Experience to Improve Customer Satisfaction

The power goes out, and a local utility company immediately springs into action to find a solution. But when the outage experience ends four hours later, a woman boots up her computer, opens Facebook and broadcasts to all her friends, “My electric company has lousy customer service.”

Most customers can’t describe good customer service, but they can tell when they’ve had a bad experience. It’s all about feelings. That’s right. Even in the highly regulated utility industry, good ol’ non-technical feelings still carry weight. Read More >


Intrado

utility-side-menu