Interactive Voice Response (IVR) technology is well-known and widely used in call centers worldwide. However, it’s worth noting that IVR systems were developed in the 1930s and began to be widely adopted in the 1980s.
Despite this long history, IVR technology has needed improvement and innovation for some time, as many customers now try to avoid IVR systems or even abandon companies that rely too heavily on them.
Nonetheless, IVR technology has persisted in mobile technology because of the unique advantages it offers businesses. IVR software provides more than self-service options for clients; it’s a critical component of intelligent call routing, call queue management, call waiting, and customer feedback collection.
Without IVR, all inbound calls would merge into a single, unmanageable queue, creating more problems than benefits.
But what if there were a solution that offered all the benefits of IVR without its drawbacks? Such a system exists and is easy to find and implement. Transitioning from traditional IVR to this new system is straightforward.
This solution is an Intelligent Virtual Assistant (IVA) and is often compared to its predecessor, IVR.
This article aims to explore whether IVA truly outshines IVR or is another overhyped, ineffective solution, delving deeper into the aspects such as:
- Comparison of IVR and IVA’s core functionalities and technologies.
- Analysis of the advantages and ideal applications for both IVR and IVA.
- Key factors to consider when integrating IVR or IVA into your business.
Let’s dive deeper into the topic without further ado.
Table of Contents
What is IVR?
Interactive Voice Response (IVR) is a system that employs DTMF (Dual-Tone Multifrequency) or NLP (Natural Language Processing) technology for speech recognition to provide self-service options to inbound callers.
The IVR system acts as a voice robot, delivering pre-recorded voice messages in response to customer inquiries.
When a caller contacts a call center, the IVR system greets them and prompts them to select from an IVR menu, which often includes 8-9 sections corresponding to various potential actions the customer can take.
These sections may cover payments, subscription plans, current discounts and offers, previous customer service requests, and an option to connect to a human agent.
DTMF Technology
Most IVR systems utilize DTMF technology, where customers press different phone buttons (limited to 0-9, #, *).
This technology operates through sound signals of varying frequencies.
Here’s how it works: each menu section (or the command to play the voice message linked to each menu section) is associated with a specific frequency sound signal emitted when a button is pressed.
The system on the other end of the phone line recognizes this signal as a command and guides the caller to the appropriate menu section.
Natural Language Processing (NLP)
NLP-based IVR systems leverage AI technologies to understand spoken language.
For example, if a caller says, “Can I contact the manager to discuss the case of a refund for my last purchase?” The system recognizes the keyword “refund” and connects the caller to the most relevant manager.
This allows for a more intuitive and user-friendly interaction than traditional DTMF systems.
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What are the Main Features of IVR?
IVR (Interactive Voice Response) software boasts several features that make it indispensable for most contact centers, including:
1. Call Queue Management
The IVR system effectively manages call queues by:
- Notifying customers about estimated waiting times.
- Offering an IVR callback feature for those unable to wait.
2. Automated Calling
IVR systems excel at collecting customer feedback through outbound calls. They can:
- Generate a high volume of automated outbound calls.
- Send pre-recorded messages to different customer segments.
- Launch campaigns to contact customers immediately after interacting with customer service agents.
3. Intelligent Routing
IVR systems gather data during customer interactions and:
- Send this data to the ACD (Automatic Call Distribution) system.
- Ensure customers are connected to the most appropriate agent based on their needs.
4. Integration with Other Systems
IVR software integrates seamlessly with other systems, enabling customers to:
- Pay bills.
- Change subscription plans.
- Perform various actions related to their customer journey without human assistance.
5. Self-Service Capabilities
IVR systems provide self-service options through:
- Pre-recorded messages segmented by relevant topics.
- Navigable IVR menus allow customers to find the necessary information or service.
What are the Benefits of Using IVR?
Choosing the more advanced technology isn’t always the best option for your organization. Here are some benefits of IVR that could make it the ideal choice for your business:
1. Time-Tested and Functional
IVR technology has been refined since the 1990s, ensuring robust and reliable functionality. It’s highly effective for businesses that need help routing calls and resolving basic support issues.
2. Elevated Brand Perception
Using IVR can enhance the perceived authority of smaller companies, as many consumers associate this technology with more extensive, well-established firms.
3. Cost-Effective
While IVR and IVA can reduce the need for call center staff, IVR is generally less expensive. It also lowers operating costs through efficient call routing, increasing cost savings.
What is IVA?
IVA (Intelligent Voice Assistant) is a cutting-edge technology that leverages AI (Artificial Intelligence) to manage customer queries and provide self-service solutions for complex customer requests. In simpler terms, you have likely encountered an IVA in your everyday life—for example, Apple’s Siri is an IVA system. IVA technology exemplifies the use of AI to enhance customer experience and satisfaction.
The primary aim of IVA solutions is not merely to connect callers to the most relevant agent but to replace the agent entirely.
This has led to some ambiguity around the acronym IVA, with some interpreting it as Intelligent Virtual Agent or Intelligent Virtual Assistant. There’s no unanimous agreement on the exact meaning of IVA.
The core objective of an IVA is to interact with customers as if it were a natural conversation between two people.
This capability allows IVAs to address and resolve many issues associated with IVR systems, particularly regarding self-service quality and user experience.
What are the Main Features of IVA?
Despite retaining the ability to route customer service calls to representatives when requested, IVA (Intelligent Voice Assistant) systems offer unique features that set them apart from their predecessor, IVR:
1. Multilingual Service
IVAs support multiple languages, ensuring customers can interact in their preferred language. This capability allows businesses to serve a diverse customer base efficiently.
2. Caller Verification
IVAs use voice biometrics to identify callers, enhancing security by safeguarding customer data and vital information.
This feature also allows for personalized service tailored to each caller.
3. CRM Integration
IVAs integrate seamlessly with CRM (Customer Relationship Management) systems like IVR systems.
This integration provides a personalized and individualized customer experience by leveraging the customer data stored in the CRM.
4. Customer Sentiment Analysis
IVAs can detect subtle changes in tone or mood during conversations and react accordingly to prevent conflicts or adverse outcomes.
Advanced AI technologies enable the IVA to adjust the call flow or escalate the call to a human agent if necessary.
5. IVA Callback
Like the IVR callback feature, the IVA callback helps prevent call abandonment.
When call queues are long or wait times increase, the IVA can offer customers a callback option, ensuring they don’t have to wait on hold.
6. Both Text and Voice Input
Some IVA solutions can process text and voice inputs, making them versatile and cost-effective alternatives to chatbots.
This dual capability allows customers to choose their preferred method of interaction, enhancing the overall customer experience.
What are the Benefits of Using IVA?
For a state-of-the-art call center, IVA is the superior choice. The primary benefits of this advanced technology include:
1. Increased Capability to Scale
IVA contact centers are ideal for companies looking to scale without the pressure of rapidly hiring numerous call agents.
They can handle large call volumes beyond the typical Monday-to-Friday workweek.
2. Advanced Language Processing
IVA technology supports multiple languages and uses biometrics for account verification, reducing the risk of fraudulent activities.
3. Heightened Sentiment Analysis
IVAs can detect customer frustration and route calls to human agents, improving customer satisfaction, loyalty, and brand perception.
4. Decreased Call Abandonment
IVA offers immediate assistance, eliminating long hold times and encouraging customers to stay on the line until their queries are resolved, boosting satisfaction rates.
5. Better Security and Compliance
IVAs provide PCI-compliant and HIPAA-compliant services, securely processing transactions, gathering health data, and handling sensitive account information.
6. Enhanced Customer Experience
IVA call centers can manage more complex interactions, resulting in positive call experiences and lasting customer satisfaction.
Choosing Between IVR and IVA
Deciding between IVR and IVA depends on your organization’s resources, priorities, needs, and goals:
- IVR: Suitable for small and medium-sized companies with relatively low call volumes needing efficient call routing to live agents. IVR systems are cost-effective and sufficient for their needs and budgets.
- IVA: Best for businesses with high call volumes and customers requiring round-the-clock support. IVA’s conversational AI and CRM integration capabilities make it more cost-effective than hiring many call agents, providing advanced features to handle complex interactions.
How Do Businesses Use IVR and IVA?
IVR Usage
| Business Size | Usage | Common Functions |
| Large Enterprises | Efficient call routing and simple self-service inquiries | – Check Account Balance<br> – Check Order Status<br> – Product Lookup<br> – Bill Payment<br> – Set or Change PINs<br> – Answer Surveys |
| Medium-Sized Businesses | Manage moderate call volumes. | Similar to large enterprises but scaled to fit moderate call volumes and repeat customer queries |
| Small Businesses | Limited application unless handling significant call volumes | Alternative solutions like cloud phone systems with auto-attendant and call flows for informal call centers |
IVA Usage
| Business Size | Usage | Applications | Benefits |
| Large Enterprises | Personalized interactions, handling complex queries | Customer support, sales, IT help desks | Enhance productivity and improve the bottom line by resolving sophisticated issues without human intervention. |
| Medium-Sized Businesses | Premium customer experience, efficient resolution of customer concerns | Frontline support, troubleshooting fundamental issues | Integration with CRMs, knowledge bases, and ticketing systems for issue resolution without human intervention |
| Small Businesses | Handling queries with limited support staff | Potential use when support staff is limited | Requires ongoing expertise and adjustment for effective monitoring and adaptation; cost of implementation and maintenance may be high |
This table outlines the critical differences between IVA and IVR, highlighting their primary and secondary purposes, technological foundations, cost structures, and various functional capabilities.Top of Form
How Does an IVR Work?
The IVR works in 6 simple steps. Their breakdown is explained below:
1. Caller Interaction:
- A customer dials your business number and gets connected to the IVR system.
- The caller is greeted with a pre-recorded welcome message.
- The IVR presents a series of menu options, which may include multiple layers. For instance:
- Main Menu: Sales, Support, Accounts
- Submenu for Accounts: Make a Payment, Query an Invoice, Request a Copy of an Invoice
- The caller selects an option using their keypad.
2. Input Recognition:
- The caller presses a button on their touch-tone keypad. This technology is called dual-tone multi-frequency signaling (DTMF).
- Example: Pressing three routes the call to Accounts.
Some IVR systems support voice input, allowing callers to say the number, department name, or reason for calling.
Modern IVRs, such as intelligent virtual assistants (IVAs), recognize input using artificial intelligence and natural language processing.
3. Call Routing and Queuing:
The IVR routes the call to the appropriate individual, department, queue, or automated message based on the selected option.
- Individual: A specific person based on skills, experience, or availability.
- Department: A team handling specific issues.
- Queue: Callers hear comfort messages or hold music if agents are busy.
Automated Message: Pre-recorded responses to FAQs. In some cases, the IVR offers a callback option, allowing callers to leave the call but retain their place in the queue.
4. Information Retrieval:
The IVR integrates with databases and business systems to retrieve information without human intervention.
Examples: Checking account balances and retrieving opening times.
The IVR conveys retrieved information through pre-recorded messages.
Self-Service Transactions:
Simple Transactions: Customers can complete transactions like bill payments and account updates through the IVR.
- Process: Customers select an option, enter their unique identifier and card details via the keypad, and complete transactions in a PCI-compliant manner.
- Human Assistance: Customers can exit the self-service menu to speak with an agent.
5. Error Handling and Escalation:
The IVR provides options for callers who make errors or miss menu selections:
- Repeat Menu: Press 9 to repeat the menu.
- Automatic Repeat: The menu repeats automatically if no option is selected.
- Speak to Agent: Press # to connect to a human agent.
If a caller gets stuck, the IVR can automatically escalate the call to a human agent.
7. Analytics and Reporting:
The IVR system tracks all interactions, whether self-service or human-assisted.
It enables the users to use data to analyze IVR performance, such as:
- Menu Effectiveness: Identify if callers frequently need human assistance despite choosing self-service options.
- Menu Optimization: Reorder the menu to present the most common options first based on selection data.
- Behavior Insights: Understand caller behavior and call volumes to improve the IVR system continuously.
Summary Table: IVR vs. IVA
| Feature | IVR | IVA |
| Purpose | Self-service for common questions, call routing | Conversational self-service replaces agent |
| Secondary Purposes | Call queue management, callback options, feedback collection | Callback options, dynamic problem-solving |
| Works With | Inbound and automated outbound calls | Inbound calls only |
| Cost | Included in the contact center solution is a cheaper | It depends on the vendor; usually more expensive |
| Main Technology | DTMF, speech recognition (in some cases) | AI technologies like NLP and NLU |
| Dynamic Call Routing | Limited to predetermined options | Recognizes caller intent from free speech |
| Input Recognition | DTMF, essential speech recognition | Advanced speech recognition, conversational AI |
| Integration | Limited integration with databases and business systems | Dynamic integration with CRM, payment portals, booking systems, etc. |
| Caller Verification | Limited | Voice biometrics for secure identification |
| Customer Sentiment | Not available | Analyzes and reacts to customer sentiment |
| Language Support | Limited | Multilingual support |
| Analytics and Reporting | Basic call data | Advanced analytics and behavior insights |
Conclusion
Overall, IVR systems are cost-effective for basic call handling and ideal for small—to medium-sized businesses with moderate call volumes. They have outweighed the benefits of Rich Communication services. They manage call queues and offer simple self-service options.
IVAs, powered by AI, provide a richer customer experience with features like natural language processing, sentiment analysis, and CRM integration. They are better suited for large enterprises needing scalable, personalized support.
Choose IVR for cost efficiency and simplicity or opt for IVA to enhance customer satisfaction and streamline complex interactions.
