Banks and utility companies are among the big success stories here, with more than 80 percent of callers typically choosing the automated system over a live rep, says Fluss. In fact, such demand is driving some of the increased use of technology in customer service. Someone with a particularly hectic routine may not care very much if they sacrifice the personal touch for 24-hour automated service. That's fortunate, Gerber adds, because in some cases, companies can't find or keep the person to provide the personal touch in the first place. IVRs that free up customer service reps from rote tasks often lower burnout rates, notes Fluss.
Reps handle only the more challenging calls, and they have time to take on more varied duties.
Using an IVR for transactions more complex than reporting a bank balance is not out of the question. Fluss points to banks that allow callers to secure loans via telephone, and to utility companies that allow callers to arrange payment schedules. A sophisticated IVR can also benefit callers by personalizing its script to reflect their particular needs, prioritizing the available options based upon the customer's previous calls, and skipping any service options not available to that customer. But for complex transactions to be viable, the IVR must feature two components. Customers must receive adequate instructions for using the system, and they must be allowed to opt for a live representative at any point in the call.