Technology advancements including AI, automation, and machine learning enable voice interactions that:

Create trust and brand affinity

Manage more complex customer

needs without agents

Impact consumer product interest

and purchase choices

PHASE ONE:

Interactional

PHASE TWO:

ConversationalWith the groundwork laid, we refocus on the human element and create personal connections with consumers.

The early days of IVR consisted of vocal recognition advancements and basic building blocks for intelligent machines,creating helpful gateways so that

companies could manage volume and redirect customers to the best end destination.

Endless Possibilities

1980- 90s

First voice synthesizerFirst voice recognizersFirst IVR on mainframe

Basic customer service through vocal scriptsSpeech-enabled IVRBuilding blocks of machine learningComputer telephony integration (CTI)Interpret text into speech (TTS)

Voice interactions have come a long way from the canned questions and stiff answer trees callers encountered not that long ago.

While Interactive Voice Response (IVR) systems have been around for a long time, in recent years, rapid advances in speech processing technologies have reached breakaway velocity, bringing IVR into the modern era and giving rise to intelligent, empathetic, conversational platforms.

2010sDebut of virtual personal assistants (VPAs) such as Alexa (though conversations with them are, and remain largely simple e.g. What’s the weather?)

Emergence of Conversational Commerce (interactions between consumers/companies through messaging, chat apps, or voice technology, where a relationship is established and a value-based transaction likely occurs)

2000s

High level data on customer interactions that inform future interactions

Ability to connect via new portals such as smartphones & tablets

Enabling voice searches on smartphones (Google, Siri)

Augment customer profile with information like website searches, location, caller’s device

Modern conversational IVR opens upa world of business opportunity.

Understand and respond to natural speech,

idioms, and dialects

Mimic human brain processing with

sophisticated machine learning

Determine customer intent and predict needs

“That’s exactly right.”

Engage in personal conversation immediately

Make consumers feel heard

Anticipate needs and provide relevant

suggestions

Be elegant, non-disruptive, and situationally aware

Hand customers to agents at the

moment of need

Integrate effortlessly into a company system

Present potential customers with relevant

purchase ideas

To learn more about modern, AI-powered conversational IVR that can win customers’ hearts and exceed their expectations in the moments that matter, visit us online.

Lead customers down a frictionless path to purchase

Infuse the company’s brand voice to engender

connection and trust

1936 1950- 60s

The Evolution of IVRAnd the Emergence of Conversational Systems

About [24]7.ai[24]7.ai is a customer experience software and services companythe way companies interact with consumers. We help businesses attract and retain customers, and make it possible to create a personalized, predicustomer experience.

For more information visit: http://www.247.ai

Let [24]7.ai help your organization achieve extraordinary results. Contact us today.

1907IGIVR©2019 [24]7.ai, Inc. All Rights Reserved.

www.247.ai queries@247.ai

USA +1 855 692 9247CA +1 866 454 0084

UK +44 0 207 836 9203AUS +61 2 90025780