Conversational IVR Archives

Abhishek Shanbhag

December 23, 2020

9 Contact Center Trends For 2021

The COVID-19 pandemic reshaped the entire business landscape. As customer behavior shifted from physical interactions to contactless digital transactions, businesses found themselves unable to cater to the emerging support and customer service needs. Contact centers, particularly those in the health care, travel, government, and financial services industries, were overly burdened…

Rakesh Reddy

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May 20, 2020

Building A Resilient Customer Service During Uncertain Times

The onset of the Covid-19 pandemic has posed some unprecedented challenges to both public and private organizations. Measures implemented to control the spread of the virus and the impact caused by them have created confusion, uncertainty, and fear amongst consumers. The immediate need for clarity among customers on a variety…

Rakesh Reddy

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May 6, 2020

How Banks Are Leveraging Conversational AI Amid COVID-19

The onset of the COVID-19 pandemic has brought some unprecedented business issues to the forefront. One of the major industries that is compelled to accelerate its digital transformation initiatives is banking. As social distancing becomes the new norm, the need for digital banking services has increased manifold. With businesses significantly…

Abhishek Shanbhag

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April 29, 2019

Conversational IVR: The what, why and how

Today’s modern customers want more – They expect faster resolution to issues, personalized experiences and effective self-service. Even though traditional IVR systems are deployed with an intention to provide self-service via phone, reduce call volume and increase agent productivity, these outcomes are rarely realized. Customers usually choose phone-based interactions for…

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