3 Reasons Automated Call Answering Doesn’t Work - and How to Fix Them
Automated Call Answering, also known as Interactive Voice Response (IVR) can be an enormously effective solution - if executed correctly.
If you’ve called a business with an automated answering service before, you’re probably aware that many mainstream solutions can be frustrating. Luckily, the same issues that cause frustration can be easily corrected with AI technology. As pioneers of AI-powered IVR, we have some tips for how to create the best IVR solutions for your customers. Here’s how we handle the most common IVR problems.
IVR: For store hours, say hours. For tech support, say support. For sales, say sales.
Caller: Hours
IVR: Sorry, I didn’t get that
Caller: HOURS!
IVR: Sorry, please try again.
Caller: AGENT!
IVR: I’m transferring you to the operator now.
Problem 1: You don’t understand your callers’ words, intents or needs.
The Solution:
You should only be using IVR if it helps both your business and your customers. This means that IVR should save time and deliver convenience to all parties involved. Understanding exactly what your customers are asking, in order to serve them without having to clarify, is an essential first step.
A menu that uses speech recognition (i.e. “to reach accounting, say accounting”) is typically superior to a keypad menu (i.e. “press 3 for sales”), as customers prefer a conversational format. However, if you go this route - and we strongly recommend you do - your speech recognition must be exceptionally accurate.
A truly conversational IVR requires your system to understand more complicated phrases, like “schedule an appointment” or “cancel a reservation.” The good news is that this is easy to implement, and yields excellent results, when you use the right technology.
Problem 2: Your IVR experience is just an extension of your legacy phone tree, with the sole function of transferring customers to various departments or employees.
The Solution:
Basic IVR is an excellent first step that can help greet your guests and direct them to the right place. But that doesn’t mean you should stop there.
Customers and potential customers are calling you because they want questions answered and issues resolved. If you can’t answer most common questions, or resolve issues, your IVR isn’t working hard enough for you. On top of this, customers will still face the same frustrations they have with a traditional phone line, including long wait times and unavailable staff.
With AI-powered IVR, your system can do so much more than transfer calls to various departments. This includes:
Providing instant answers to the common questions your business gets every day. For example, parking, available services, or hours of operation.
Retrieving personalized information about your customers when required. Ameniti’s hospitality clients are a great example of how well this can work. If a hotel guest wants to confirm which days she booked a stay for, she can simply call the hotel’s main phone number. If her phone number is on file with the hotel, she can get the info right away. If not, she answers a few questions to confirm her identity.
Task completion and issue resolution. Most tasks, like changing a customer address or renewing service, are easily automated, and the right IVR system can save you a great deal of time. In the hotel scenario above, for example, the guest can also change her reservation through Ameniti’s automated call answering system. Ameniti’s IVR can provide options for new dates and details on room types. Once the guest has selected her new preferred option, an automated SMS is sent to confirm the booking modification.
Problem 3: Transfers are far too common, and are inefficient when they occur.
The Solution:
A large aspect of addressing this issue is providing accurate, direct and up-to-date answers to your callers. The better your answers are, the fewer reasons customers have to press “0,” and the more efficient your issues are handled. High-quality IVR systems are better than speaking to an operator, because they have zero wait times for resolution.
Transfers can still be necessary for certain issues. A good IVR system will send callers directly to the person or department they need to speak with, not to a general number. In addition to providing better service, this saves countless hours of workload, and allows employees to spend more time on tasks that require a human touch.