IVR on Smartphones

A recent survey suggests that 75% of smartphone users would rather a device that allows them to speak most of their commands as opposed to pressing a series of buttons to complete the same task. The reasoning behind the result is that most smartphone users are more inclined to be multi-taskers and voice activated commands easily allow for a user to complete tasks without diverting much of their attention. This type of interface relies on IVR systems to achieve such hands free operations.

The survey also indicates a shift in cell phone etiquette. In the past, people were less inclined to use their phones in public places, but this survey reports that 71% of smartphone users said that they would be fine using their phones at a restaurant. Despite the mixed customer reaction to IVR systems in customer service, it appears that IVR continues to have a future in many applications. Capitalizing on the public desire for voice activated services shows that there is still a large market for IVR systems.