Automated customer interaction is the backbone of any customer-facing communications strategy. Since the advent of the COVID-19 pandemic, there has been a sharp surge in calls to customer service, particularly in industries such as banking, hospitality, insurance, and health.
Moreover, research has shown that nearly 90% of people prefer voice interaction instead of navigating a complex phone menu. However, it can be challenging for organizations to deal with the high volume of incoming customer calls.
For one, contact centers have limited resources to handle the massive influx of calls. Secondly, voice-based channels are not only expensive but difficult to scale. Additionally, many customers communicate via speech but may prefer a self-service channel to convey their requests.
In such a scenario, interactive voice response (IVR) bots can provide an intelligent, engaging, and natural self-service way to support customers – anytime and anywhere.
IVR bots are computer programs that can converse like people and simultaneously service an unlimited number of requests, provide 24X7 support, answer customer queries instantly, and decrease business costs.
The bots use artificial intelligence (AI), natural language processing (NLP), and machine learning (ML) technologies to process customer requests, enable them to self-transact, learn from past conversations, provide personalized solutions to their queries, or escalate calls to a human agent when needed.
Customers can get immediate and accurate responses in the language of their choice – it’s fast, scalable, cost-effective, and improves first-call resolution rates.
Therefore, deploying IVR bots infuses agility in customer service operations, allowing agents to focus on the most critical customer requests and tasks that add value to the organization.
For Microsoft customers looking to build IVR bots, Microsoft Azure AI boasts all crucial elements that help build an automated IVR solution.
Backed by the Microsoft Azure cloud platform, the solution can manage speech requests via Teams, Skype, and the Microsoft Bot Framework with tools for data ingestion, data storage, data processing, and advanced analytics.
IVR bots leverage natural language processing (NLP) to understand the nuances of the human language, including grammar, synonyms, and slang.
The Speech service transcribes raw speech data into text form.
Language Understanding (LUIS) identifies customer intent and spoken entities from the transcribed text.
Example – If the bot says, “I want to place an order for a grey washing machine.”
Here, “place an order” is the intent, and the “grey washing machine” (product category) is the entity
Manages the call workflow and processes conversation results.
Azure Web app, Azure SQL, Azure Cosmos DB, etc.
Learn More: Interactive voice response app with bot
As a Microsoft Gold Partner, we at Acuvate helps clients build IVR bots and improve customer self-service with our intuitive, low-code bot-builder platform called BotCore.
To know more about BotCore, please feel free to schedule a personalized consultation with our experts.