The invention of the telephone dates back to the late 1800s and while it has changed in look and feel in the past 200 years, it wasn’t until the cloud-based era in the last 20 years have we seen real evolution of the technology. IVR (Interactive Voice Response) technology dates back to the 1970s and became mainstream in the 1980s as a means to hold and filter callers to save time and resources directing calls manually. IVR technology can decrease operational costs, allow customers to get information quickly without talking to a person, and offers an easy way to research what they are looking for; however, what often gets lost in the process is human interaction. Customers are forced to wait through slow IVR processes before they can even talk to a human being in order to get customer service.
While businesses are going through digital transformation in the modern age, they are attempting to create digital and mobile touch-points to make it easy for their global customers to self-service their needs in the best way possible. While the 40 year old IVR technology has been an option in the past, it is important that companies bridge the gap between a digital customer experience and human interaction in order to sustain a great customer experience and increase brand loyalty for years to come.