Customers that call into a contact center are often greeted by an automated voice menu (so-called Interactive Voice Response or IVR) before being transferred to an agent. At that moment, using IVR deflection, the caller can be directed to an automated service provided in a chat channel.
IVR deflection makes use of the following:
- Implementing self-service for chat is easier than for voice (speech is messier than text) and
- If an agent needs to be involved, he will be able to handle multiple chat sessions vs. only one voice call at a time, so the agent’s work time is used more productively.
So the gain from IVR deflection is that you can do easier and more cost effective self service, since you need to hand off to expensive agents only at a later stage. Secondly one agent can handle multiple chat sessions instead of just one voice call. These two factors drive down cost!
How Expertflow IVR Deflection works:
IVR deflection enables customers in a voice inquiry to switch to a chat session with automated self-service options. This works by sending an SMS to the customer (which anybody can receive) with a link to start a more comfortable Webchat session.
