Intuitive Consumer Experience Company, [24]7, recently announced that it has effectively improved IVR experience for customers using smartphones with its new [24]7 Visual Speech solution. Incorporating predictive analytics and real-time decisioning, the latest offering from the company will deliver an advanced HTML5 mobile web experience to consumers without the need for them to download a mobile application.
In a statement, PV Kannan, founder and CEO, [24]7, said that, "Consumers typically have a hard time using an IVR and eventually end up pushing the zero button on their phones right away. At [24]7, through in-depth research we developed a way to enhance the IVR experience through the use of the smartphone. We use the smartphone for what it does best, to show a large amount of information on the visual screen. In addition, consumers don't have to download an enterprise app. Consumers really value the ease, the speed, and the innovation of [24]7 Visual Speech."
[24]7 Visual Speech’s improved IVR system effectively takes the consumer through the transaction by bridging to the mobile Web. As mobile self-service for the consumer is improved, the instances for adoption of the mobile app also improve thereby leading to improved customer experience.
As a multimodal solution, [24]7 Visual Speech effectively optimizes speech capabilities of an IVR via screen input and output and simplifies complex tasks for the consumer. Using the visual interface of the smartphone, consumers can easily view complex data such as pictures, tables, and forms. Data can also be easily entered by the consumer via simple touch, type, or speech methods as per the preference of consumers. Availability of multimodal flexibility thus effectively drives engagement and self-service completion.
The predictive analytics and real-time decisioning capabilities included within the [24]7 Visual Speech solution serve to identify IVR callers who need to be engaged via a multimodal experience, in addition to determining at what stage of the transaction this needs to be done. By quickly predicting a consumer's intent, [24]7 Visual Speech delivers multimodal experiences which simplifies the working of specific self-service tasks for easy completion by the consumers. Seamless and quick transition from IVR phone interactions to optimized mobile web via the smartphone of a consumer is the main focus of [24]7's multimodal solution.