How you represent your business is of the utmost importance, and no one answer is correct for every company. The voice and image will vary for different company types, and even even different companies in the same industry.
When faced with deciding whether to use Artificial Intelligence (AI) or Interactive Voice Response (IVR) for your business, there’s oodles of concepts to consider.
So what are the main differences between AI or IVR recordings? What are some useful applications for both, and what are the pros and cons of each? With so many different business types and so many different opinions, it’s hard to choose which is best.
What are Artificial Intelligence (AI) Recordings, and how can your business utilise them?
The purpose of AI technology in our phone systems is to incorporate human knowledge into machines by teaching them rules and algorithms that allow them to accomplish the task we want them to perform. In shorthand, the AI utilises speech recognition to transcribe and interpret a customer’s voice request.
AI Recordings ask a customer questions and analyze their answer to direct their call or even process their request. A well-established and good quality AI system will also learn to predict a customer’s needs based on their demands. They will learn from previous interactions with customers to provide callers the right information or redirect with increased precision and efficiency.
The Pros of Artificial Intelligence Systems
From a business, perspective AI answering services can improve company efficiency, cut cost, and expedite calls to the proper channels.
Around the Clock Customer Support
Most businesses operate during specific hours, and when this is the case, there is no need to have a customer support line open around the clock. This, of course, doesn’t mean that customers will not need support during these hours. AI Systems help fills in the gaps, so someone with a common question can obtain answers right away without long wait times to fix a simple issue.
Lower Payroll Cost
Your employees need to cover the full spectrum of their workload with ever increasing efficiency. During times of changes like updating business hours, or even holidays, this leaves the phone ringing and simple questions needing answers.
Directing Calls to The Proper Channels
Statistics have shown that when a person reaches an automated service they tend to not listen to the recorded message and press the number for an operator, leaving a receptionist to answer the call regardless of the answering service or menu system you have in place.
Streamlining commonly asked questions
The world is ever-changing, and whether or not you are a large company or an entrepreneur, you have to adjust to that change. Using an AI System can help. When customers call in with simple questions like new hours, address, holiday hours, or any significant changes specific to your operation, your AI System can easily be programmed to answer those calls and give the information.
Cons of AI IVR Systems
A few potential downfalls are always a possibility when integrating new systems into your business. Your job is to make sure the benefits outweigh the risk. So we have added some potential Cons of AI IVR systems to educate you and help you decide if an AI IVR System is right for you.
Cost and Maintenance
AI chatbots and AI-driven customer support are tricky things. They require an educated staff for proper management, which requires employees or partners with unique skill sets.
Machine Interaction
While machines can turn fundamental problems into easy solutions, they may not address the entire scope of a caller’s concern.
What is Interactive Voice Response?
IVR is a kind of technological advancement that usually allows a computer to interact with human beings via DTMF and voice tones imputed through the keypad. In telecommunication, IVR typically will enable consumers to interact with a firm’s host system through speech recognition or a telephone keypad. They can be able to service their enquiries by following the Interactive Voice Response dialogue. In this global world, we’re living before you think of subscribing to any product or service, it’s always good to ensure that you’re conversant with the merits and demerits that the product or service offers. IVR systems are among the things that you can love due to the pros it offers or hate due to the cons it provides. Before discussing the various cons it gives, let’s first have a look at its pros.
Pros of Interactive Voice System
It Saves Time and Money
IVR System’s work is equivalent to a task that approximately five individuals can handle. Compared to human beings, IVR devices have the potential of using less time.
Doesn’t Take A Vacation
Unlike using human resources, IVR will serve you non stop. Therefore, you could opt for this device to increase your firm’s productivity. You can also intentionally use this device to give your home-based business or remote working office a more professional feel.
Cons of Interactive Voice System
Can Be Used for the Wrong in the Wrong Ways
For instance, if a consumer made an effort to pick up the phone and enquire about a commodity, they’ll expect to speak to a human consultant at some point.
Upkeep and Maintenance
Just as for the above, maintenance and upkeep of phone service can cost time and resources.
Customer service is also so intertwined with brand strength. It’s worth looking into more traditional IVR systems or AI-based support to handle the torrent of issues appearing daily. By utilisng these, efficiency can be improved across the board by taking mundane or necessary calls. It’s also excellent throughout the year, even through holidays, without incurring the extra staffing associated costs.
