Visual IVRs usually reduce average call handling time by a minimum of 45-60 seconds. In case your call center or customer service representatives do customer intake over the phone, visual IVRs can save you up to 10 minutes per call.
Non visual / voice only IVRs help reduce costs associated with staff headcount and, to some extent, can even reduce your telephony costs. Unfortunately, IVRs are not quite perfect.
Problems with non visual IVRs
- It’s hard for customers / callers to correct wrong entries. So, when customers choose the wrong number / option, they can easily be sent to the incorrect department. They have to either press 9 (or some other option you have set up) to return to the main menu and start over again or they end up talking to the wrong department and are, eventually, transferred to the correct department.
- This is also the main reason that a majority of callers opt out of IVR systems. All callers know that by pressing “0” they will be connected with an agent, so they tend to bypass the IVR by choosing the shortcuts.
- IVR voice recognition does help, but is not the best. We’ve seen (or heard) even Apple’s IVR not be able to recognize a foreigner’s pronunciation of IPAD.
- Entering a lot of data is really hard to do using an IVR. Whilst you want to gather as much information over the call without having to engage a customer service representative for such simple tasks, IVRs just don’t do well at gathering complex data from customers.
What’s a visual IVR
The basic idea of a visual IVR is that it replicates your current IVR with slight modifications:
- You get to keep your current IVR to service your patients / callers. You introduce this option of self service in the IVR and allow the caller/patient to get an SMS or email to continue this self service via the visual IVR web link.
- Your callers can enter a lot more information and correct / delete incorrect data entry on simple mobile web pages – something that they cannot do on IVRs very easily.
- Based on the data entered by your callers, your IVR (Amazon Connect) can do data dips in a HIPAA secure fashion into your EMR or CRM or any other system you might want it to, pull up information to service your patient/caller.
- This in itself might be enough for your callers/patients. If it is not, they can still enter more data and ask more questions to your visual IVR. If they still do not find the answer, they can connect with an agent.
- However, they do not have to repeat a single thing to the agent. The agent has a complete history of everything the caller/patient has done during this entire session, everything about the patient / caller that is in your system(s) and can simply take the baton from there.
How visual IVRs help
- It allows your customer service agents to handle the complex calls that truly need a human’s help.
- It allows Inbound call centers get more accurate call routing.
- In addition to intelligent routing, agents have the context of the call so that the caller does not have to repeat themselves or repeat the reason why they are calling.
- Since the caller does not have to explain themselves to the agent, as they have already entered most of the complex / detailed information on the web page – the agent doesn’t have to key in data and pull up the information as the system has already pulled up most of the information for them before the call even starts.
How to create a visual IVR with Amazon
- Create a chatbot using Amazon Lex.
- Look at these examples of integrating the chatbot, in a web application (not very difficult) – Integrating with a Web site – Amazon Lex.
Once you have your chat bot integrated into a web application, you have allowed patients and callers to self service themselves. Plus, you have introduced this into the call center IVR itself.
You have given the patient / caller an option to receive the same IVR options via a text message to be able to experience the same options in a richer, visual IVR manner.
The patient is super happy to self service themselves using a small, web application that is super responsive. They get their queries resolved and are happy.
Alternatively, you have also ensured that if the patient’s query is NOT resolved, they can click on a button to call the agent right there, on the web page and the entire call session and the conversation data is passed to the agent CCP window for them to review as they get on the call with the patient to help them out.
That takes customer / patient experience to new heights!