target audience: TECH BUYER Publication date: Dec 2022 - Document type: IDC Perspective - Doc Document number: # US48508722
Conversational AI and the Future of IVR
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Abstract
This IDC Perspective examines the future of interactive voice response (IVR) given the growing interest in and adoption of conversational AI solutions for functions such as customer service, sales, and even help desk operations. The document also makes recommendations about replacing organizational IVR systems with conversational AI solutions.
"Interactive voice response technologies have been around for almost 50 years now and are frequently the cause of low customer/caller satisfaction," said Dave Schubmehl, research VP, Conversational AI and Intelligent Knowledge Discovery at IDC. "With the advent of conversational AI platforms, organizations can begin to replace these IVR systems with state-of-the-art conversational AI solutions that improve customer satisfaction and reduce call abandonment."