Home Solutions Customers Resources About us Join us Contact 29 Oct The irresistible emergence of natural language IVR Thanks to innovations in voice recognition and natural language understanding, voice assistants are gradually replacing the Dual Tone Multi Frequency keypad system and are taking the dust off IVRs. While the IVR in DTMF IVR has increasingly limited functionality, natural language IVR uses the first moments of the conversation to quickly identify the reason for the customer's call. The challenge is crucial: by offering a better understanding of the customer and a good orientation towards a competent advisor, waiting times and call abandonment rates are largely reduced and the customer experience is made more fluid. Conversational artificial intelligence for customer relations The last thirty years have seen conversational artificial intelligence tools improve drastically, under the combined effect of several factors. The implementation of fixed and mobile networks allowing real-time exchanges, the increase in computing power and storage capacity, plus the constitution of labelled corpora, explain the explosion of voice assistants and conversational agents, which are widely present in our daily interactions. The contribution of artificial intelligence is at the heart of the revolution represented by the new natural language IVRs. Their performance is based on a complete technological foundation: ASR, Automatic Speech Recognition, which analyses the human voice and transcribes it into machine-readable text via a STT (Speech-To-Text) module; NLP (Natural Language Processing) and NLU (Natural Language Understanding), which allow the understanding of natural language via the recognition and extraction of intentions and entities, and the contextualisation of the exchange; A dialogue manager, which, when coupled with natural language understanding, builds scenarios according to the different responses given by the user; NLG (Natural Language Generation), and TTS (Text-To-Speech), which offer the possibility of transforming textual sentences into phonemes and combining them to generate natural language, using a wide catalogue of different voices and intonations. The state of development reached by these technologies favours the deployment of more intelligent and efficient applications, capable of routing callers to the right destination in record time. Let's decipher the advantages of these personal voice assistants! The development of natural language IVR: a real technological leap... With natural language, users can easily interact using their own words without being restricted by a list of predefined responses. On the IVR side, IVRs are able to better understand human language to route the caller to the right agent. And the facts are in: A greatly improved first-call resolution rate: by identifying the caller's reason for calling, a suitable competent agent takes over directly, and call misrouting is greatly reduced; A much lower abandonment and callback rate than with DTMF IVR: the caller actively exchanges with a Callbot. They feel helped and understood and do not have the impression of waiting indefinitely for the presentation of pre-recorded options that do not correspond to their needs; An increase in the rate of self-care call handling (without the intervention of a telephonist). These elements have two major impacts: Optimised customer experience: By fostering a better understanding of the customer and a better final orientation, the customer journey is perfected from end to end. Financial and operational gains for companies, thanks to a significant reduction in the cost of handling telephone customer requests Thus,conversational AI promises to improve the working conditions of teleconsultants, to make strong gains for companies and to positively transform the customer experience. Nevertheless, the technology does not have the capacity to answer all customer requests... Download the white paper ...which does not replace human contact! Let's be clear: a conversational assistant is not intended to replace telephone advisors. It qualifies the call upstream of the call to refocus the agent on tasks with human added value. It thus acts as a real switchboard capable of adapting to the different profiles of the customers to promote a simplified contact. Human contact remains a crucial element in a customer's relationship with a company, and is often the most privileged in exchanges. According to a study conducted by the AFRC*, "the use of virtual assistants is appreciated for their speed, the savings made and the ease of use, while the Human remains central to the relationship, the personalisation of the relationship and trust.” Indeed, as impressive as the capabilities of AI are, it is still far from being perfectly autonomous. Its real purpose is to support agents and relieve them of repetitive, low-value-added tasks, allowing them to focus on the human aspects of the relationship. Routing and answering your customers' requests by phone using conversational assistants is no longer a myth, it is now an operational reality! ViaSpeech, towards an enhanced customer relationship This desire to place conversational AI at the service of customer relations has manifested itself at ViaDialog through the development of ViaSpeech. ViaSpeech offers a complete solution for the automation of the customer journey in natural language thanks to tools allowing the realization of voicebots, callbots, and assistants that can be integrated into your voice servers. For more information, our teams are available to to advise and support you at all stages of your projects! Barometer of the ARFC, INFOGRAPHY "ARTIFICIAL INTELLIGENCE VS HUMAN: WHAT FUTURE FOR CUSTOMER RELATIONS?” I want a demo Share: TAGS : Conversational Assistant Voice Assistants Customer Experience Artificial Intelligence Natural Language Customer Relations IVR Similar articles 16 Sep ViaDialog is the 17th French company to be ISO 22301 certified 04 August 5 arguments to convince you to adopt ultra-personalized videos 27 Sep Web Call Back: a powerful tool for customer experience Search Recent articles What will the contact centre of tomorrow look like? November 25, 2021 The key issues of teleworking for contact centres November 17, 2021 The irresistible emergence of natural language IVR October 29, 2021 The obsolescence of old IVRs October 19, 2021 Web Call Back: a powerful tool for customer experience September 27, 2021 Find us on Solutions ViaFlow ViaSpeech ViaLeads ViaMotion ViaDialog Who are we? 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