Fixing IVR Problems - Research Insight
- ID: 470550
- March 2007
- 68 Pages
- Frost & Sullivan
This Frost & Sullivan research service titled Fixing IVR Problems: Research Insights provides information on practices that focus on how and when to use IVRs, as well as user-focused practices to create a better design framework for voice-based applications. In this study, Frost & Sullivan's expert analysts thoroughly examine IVR systems using both dual tone multi-frequency (DTMF) and voice-based interfaces.
Altering the Design of Voice Applications is Likely to Boost Support for Interactive Voice Response Systems
In the last decade, as part of the movement to reduce customer support costs, companies began to outsource their customer support centers. Due to a slew of complaints, companies turned to customer self-service technologies; interactive voice response (IVR) systems have been the most prominent of these self-service technologies. "However, the widespread adoption of IVRs has left customers frustrated and angry at what they perceive to be a callous disregard for customer service standards," according to the analyst of the study. "One of the main reasons is the poor design of voice-based user interfaces that makes customers feel like the companies just do not care about them."
The solution for this problem lies in altering voice application design practices. Voice application design mainly focuses only on the efficacy of voice applications in preventing users from reaching live customer interaction agents. Voice application designers have a much harder time crafting the user experience flow, precisely because users find it hard to grasp the input constraints in the applications. Voice application designers can avoid these issues by allowing only a single method of input for the entire application.
Developing IVR Systems on Screen-based Applications’ Framework Likely to Aid Widespread Adoption
IVR technology providers have flexible toolsets that allow companies to design robust and useful systems. However, organizations often use these very toolsets and create awkward, unpleasant, and inconvenient applications. The problems that customers face are challenges of user interface design; they arise from the companies that implement IVR applications or the services companies and consultancies that help companies set up IVRs. Companies therefore need to discover best practices to create a more useful, efficient, and pleasant user experience with IVR applications.
This is critical because depending on the specific product, IVR-based applications can accept numerous types of input, including key press/touch tone, limited vocabulary speech recognition, and natural language speech recognition. To simplify, voice application designers need to include a single method of input that requires one announcement at the commencement of the application flow. "In addition, voice-focused user experience designers need to emulate the workings of traditional screen-based applications," explains the analyst. "One of the commonly cited rules for visual design focuses on active wording for labels; in essence, making the choice clear to a user when he/she selects a checkbox, by using positive phrases." SHOW LESS READ MORE >
1. Fixing IVR Problems: It's the UI Not the Technology
-1. Fixing IVR Problems: It's the UI Not The Technology
--2. Enterprise Response to Rising Customer Service Costs
--3. Visual Application Design Rules
--4. Vocal Tics
--5. Adapting Visual Practices
--6. Best Practices
--7. Avenues for IVR Design Improvements
--8. End User-Focused Best Practices