IVR is not
Rant on: Argh! Does anyone actually like voice recognition-based "interactive" voice response (IVR) systems? They are not interactive, particularly when I know exactly what I want to do and they won't let me until going through multiple levels of their system.
Traditional IVR are the systems that respond to the caller with instructions for keying through a tree of options. With the voice recognition systems, most companies have simply replaced the key entry with voice recognition. If they are going to do that, then they should actually add some intelligence to the systems and let people jump directly through the tree to where they need to go.
4 Comment(s)
If you think IVR systems are annoying, try replying to the machine when you have a Southern accent. The Sony IVR finally gave up on me and hung up.
said:
Well, the good news is that the particular IVR system through which I was wading turned into a successful transaction. I needed to change a flight, and the human being I eventually found knew that it was me (from the IVR) and was able to make the exchange without undue money being exchanged.
I know..I too am sick of giving away the same information again and again.I just dnt like these IVR systems!!!I recentely did a study on humans and IVR systems and the results were shocking!
Once I thought I talked to a computer, only to discover it was a very well trained lady! (finding out after abour 6 questions from her side :)