5 reasons why chatbots are better than traditional IVR systems

Chatbot use cases

An IVR system is extremely frustrating, lacks empathy, is devoid of engagement. Hence, chatbots were introduced to redefine customer support in the last decade.

Since then, it has been some time now that these chatbots have started to replace the ages-old, traditional IVR systems but if you don’t see your chatbot function differently from an IVR, perhaps, a second thought should be given.

The key difference between a great chatbot and an old, boring IVR system is personalization, a truly competitive differentiator, defining user experience entirely in the world of customer support and management.

It brings the best of both human empathy and AI capability and thus, a perfect balance for customers.

This not only makes users more comfortable while having a conversation but also ensures efficient and accurate solutions to thousands of queries at the same time.

Now that we have established what chatbots are and what they do, let’s dive into the features they use to understand & effectively solve user queries.

Here are features that Convert AI's virtual sales agents use to seal the deal:

1. Understanding the depth of the conversation

Powered by AI, Deep Learning, and Natural Language Processing, Oriserve’s chatbots are highly capable of understanding human conversations more than ever.

With the capability of intelligently understanding social media lingos, spelling errors, and sentence classification in multiple languages, chatbots have clearly started to blur the line between a human and a robot in having conversations.

Even if a user breaks a query into multiple sentences or adds multiple requests into one sentence, our chatbots can distinguish between these two and act accordingly.

Take the example of our VodafoneIdea chatbot.

If users ask to change their plans and recharge at the same time, our chatbot will intelligently show a catalogue of available plans, and when a user selects one, it will redirect the users to a payment portal.

Plus, when the transaction is completed, our chatbot will also send the current payment status in the same chat.

2. Knows precisely what your customers want (‘Why’ and ‘How’, not just ‘What’)

Oriserve’s real-time engine computes customers’ behavior and delivers in-depth insights and patterns of customers’ likes, dislikes, most talked-about products, or wants, etc.

So, when a customer types a product keyword, based on these insights and patterns, along with the combination of metrics such as Seasonal Trends, Blending Products, Internal Research, and Multivariate Testings, the most suited products are recommended or the most appropriate resolution is provided, leading to better efficiencies, improving CSAT/NPS

Hence, improving the core metric of CLTV.

3. Let chatbots analyze sentiments to act

Sentiment analysis is crucial in creating the personality of a chatbot. It understands not only what the user is trying to say but also answers with a personal touch.

Oriserve’s AI-powered Sentiment Analyser Engine scans human behavior through texts, understands the situation the user might be in, accurately predicts the user’s emotions, and engages with personalized solutions.

Let’s take the below scenario as an example:

Customers often forget they have subscribed to Value Added Services such as Caller Tunes, and start charging at the chatbot furiously as soon as they notice a surge in their bill.

In this case, our chatbot will instantly understand the scenario and present the accurate reason for the surge.

In case our chatbot fails to answer appropriately, it can also hand the chat over to a live agent to tackle the situation.

4. Let a live agent save the day!

No chatbot is perfect, even the most powerful chatbots fail to understand complicated human conversations.

Hence, it is important to have someone behind the scenes to take control as and when a chatbot fails multiple times to solve anything.

Our chatbots are highly capable of understanding human emotions and conversations, but sometimes, they may fail to answer a few queries accurately.

Hence, it has a failsafe to ensure users are not irritated when it fails more than once.

In case it fails to come up with correct answers to a question, it detects the same from users’ replies and sends an alert to a live agent to monitor the chat, and eventually take control over the chat as and when required, ensuring the satisfaction of the users as also keeping you in safe hands.

5. Offering support in multiple languages

Our chatbots, equipped with highly advanced AI integration, Deep Learning, and a set of robust algorithms, are capable of understanding what the users are saying in most of the languages globally such as, but not limited to, English, Hindi, Urdu, Tamil, Telugu, Malayalam, Bengali, Arabic, Cantonese, Spanish, Italian, French, German, Portuguese, Russian, Japanese, Korean, and solve the query efficiently in the same language.

Be it a query on order status or a question related to a product in a different language, our chatbots can present highly accurate results within microseconds.

Cutting the long story short!

IVR is like a relic from the past. It is good but certainly not the best thing for the current environment.

On the other hand, chatbots are getting more and more advanced with each passing day. Who knows when a day might come when we will be talking to a bot so perfect that we fail to realise it is a bot and not a human.

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