Conversational IVR: how to offer a new customer experience
September 30, 2020
from 12:30 PM
to 1:15 PM
While the first step in acquiring a new customer is relatively easy, on the other hand it is necessary to activate a Customer Journey that considers the entire subsequent experience and that leads the customer through their Customer Experience. Customer satisfaction therefore becomes a determining factor for the success of a business. The implementation of a new Customer Experience requires the involvement of three key components: people, processes and technologies.
This webinar will introduce the methodology of designing and integrating voicebots with telephony systems, through the IBM WAVI(Watson™Assistant for Voice Interaction) available in the IBM® Cloud Pak for Data. Without migrating or changing the existing telephony products in use or existing in the company, by combining the Voice Gateway component, it will be possible to understand how to improve user experience by offering the user greater autonomy thanks to completely self-service operations. In the session you will also see how the definition of a "fluid" conversation, through short answers, context management and cooperation with human operators, allows you to avoid frustrating the user, thus making them perceive availability and immediacy.
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