Steering the Shift to Conversational IVR
TechSee
NOVEMBER 19, 2019
Research reveals that 61% of consumers think IVRs provide a poor customer experience because they force them to listen to irrelevant options (63%), stop them from getting through to a live person (54%), present long menus (46%), and force them to repeat themselves (45%). But times are changing. The move toward conversational platforms.
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