AI can’t solve your customer service problem. Here’s why.

Too many IVRs are developed without giving due thought to the callers who use it. Here’s why it pays to do user experience (UX) research.

To get the most from your IVR, you need to know exactly what’s going on within it at all times – and the key to total IVR visibility is comprehensive reporting.

A great IVR is one where any problems or bottlenecks are swiftly and elegantly fixed before performance starts to suffer. But it’s extremely hard to proactively fix issues that you can’t see....

It wasn’t too long ago that the only way customers could have a ‘conversation’ with a company was to pick up the phone. That often meant being greeted by the company’s automated phone system, the IVR (interactive voice response).

While the phone remains a key contact channel for most brands, the range of customer contact channels offered to customers is...

When it comes to designing great IVR and conversational user experiences, understanding and designing for context of use is critical. Context Gathering is core to the VoxGen user-centred design process, and for very good reason.

Before we even start thinking about design solutions, we need to understand the specific user requirements and context in...

We talk to a lot of people about their IVR (Interactive Voice Response) systems, and we make a point of calling up all sorts of different companies to see how their IVR systems sound.  Something we’ve noticed is that more companies are asking about, and deploying, ‘Natural Language’ IVR solutions. 

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Another thing we noticed is...