How to Know if a Natural Language IVR Is Worth the Cost

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Customer service expectations have changed dramatically over the past several years, with more and more people expecting to get help faster than ever before.

A natural language IVR (Interactive Voice Response) solution is an automated system that allows callers to speak in a conversational, free-form way to interact with the system, using speech recognition and AI to understand and process requests.

This technology relies on Automated Speech Recognition (ASR) and Natural Language Processing (NLP) to interpret what callers need — from there the natural language IVR can provide relevant responses and route calls based on the caller’s intent. You may have heard it described as a conversational IVR — it’s the same thing.

Unlike traditional IVRs, which rely ...