Improved Self-Service Through IVR

One of the drawbacks of IVR systems is that customers sometimes feel that the available options do not specifically address their particular question or need sending them into a loop of menus in search of the proper path to resolve their issue. A newly announced system from eGain promises better self-service capability by using case-based reasoning technology to simulate intelligent dialogs between clients and the most qualified customer service agents. The end result of the improvement is that more customers would be capable of completing their calls without ever needing to speak to a live agent.

Such a system would naturally offer cost savings by requiring fewer human agents to handle issues that the system is unable to resolve. Furthermore, the developers claim that there is no additional implementation cost as the system uses the same knowledge base, customer interaction records, and reports as a traditional IVR system. Additionally, the system is designed to be implemented in concert with web-based self-service portals which are fast becoming a major part of customer service departments. While there will always be a need for human interaction between customers and live service agents, advances like these will certainly increase consumer confidence and, more importantly, comfort levels with IVR systems.