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.

Empathetic IVR

Although numerous studies have indicated that customers have become more accepting of IVR systems, there are still instances that can cause frustration, especially systems that employ sub-par voice recognition software.  Frustrated and angry users will tend to emote their feelings in their speaking voice causing an already poor voice recognition system to have more trouble understanding the customer.  This leads to a vicious cycle in which the user tends to become more frustrated while the IVR system becomes less likely to recognize menu choices and/or voice commands.  Ultimately this can lead to a very negative customer experience which can effect a company's bottom line.

Yang Liu, a computer scientist at the University of Texas at Dallas, is conducting research that could change the face of voice recognition software as we know it.  She and her graduate students have received a three-year grant from the Air Force Office of Scientific Research to investigate emotion recognition and modeling in speech processing.  Liu's research will focus on voice pitch, intonation patterns and word choice and their associations with a variety of emotions such as anger, sadness, happiness, surprise and frustration.  If successful, her research could be applied to many applications including IVR systems that could quickly recognize a frustrated user and immediately transfer him or her to a human operator.  This would lead to a better overall customer experience and likely improve customer retention.

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.