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Article : IVR Systems: The Barrier to Harness Generative AI in Call Centers

#contactcenterworld

Generative AI and large language models such as OpenAI's GPT-4 is shaking up multiple industries. Contact centers, too, are being caught up in this wave of change, driven by advancements in Interactive Voice Response (IVR) systems, the lifeblood of these customer-centric operations.

Traditional IVR and its limitations in the Age of AI

Traditionally, contact centers have relied on key-pad navigation IVR systems. However, despite their long-standing role, these conventional IVR systems are coming up short in the face of rising customer expectations. The key shortfall lies in their inability to harness the full potential of AI, particularly large language models, creating significant impediments to improving customer experience and streamlining operations.

Keypad-based IVR systems, while functional, lack the capability to personalize interactions. They are unable to understand natural language queries or provide context-specific responses. This deficiency leads to impersonal and often exasperating experiences for customers.

The Rise of Conversational IVR Systems

Conversational IVR systems equipped with AI capabilities are the future of contact center automation, providing a vastly superior alternative. The seamless integration of AI into IVR systems facilitates a more intuitive interaction for customers, enabling the system to comprehend and respond to voice instructions.

Designed to emulate human interactions, Conversational IVR systems employ AI technologies to process natural language, discern caller intent, and offer personalized responses

.#contactcenterworld


About Teneo AI:
Company LogoOur vision is a world without queues, without keypad navigation, with instant service. teneo.ai is a brand from Artificial Solutions
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Today's Tip of the Day - Comprehensive Back-Up Plan

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Published: Friday, June 23, 2023

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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

 

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