In-Car IVR

IVR systems continue to be tested and utilized for applications outside the realm of telephone on-hold and customer service systems.  One such development is the use of IVR to communicate important auto related information to drivers.  In systems similar to OnStar, important information can be delivered to a driver through an IVR device located in the vehicle.  This information could include routine or immediate maintenance issues, recall notices or real-time traffic updates.  The driver would have the ability to activate and respond to such information using voice commands allowing for hands free operation and minimal distraction.  Although these systems are only beginning early stages of development, recent research suggests that drivers would find them more convenient that currently available systems.

An ATX Group survey revealed that a large majority of drivers would be receptive to in-car messages about recall notices, gas station locations, fuel prices and regular maintenance notifications.  Respondents also indicated a preference to in-vehicle messages as opposed to those delivered by direct mail, telephone, email or text message.  Pilot tests sending in-vehicle maintenance messages from dealerships have shown a high level of comfort among drivers as well as a very low number of opt-out requests.  An important factor in design and user acceptance is to ensure that the messages are delivered in a non-invasive manner but rather can be reviewed on-demand at the driver's leisure.  The ATX survey suggests that most drivers would be receptive to important and useful audio messages being sent to their vehicles allowing for yet another novel use of IVR technology to help improve daily life.