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IVR Benefit: Updated information all the time

There are many benefits of using IVR (Interactive Voice Response) System in automating information distribution, but there is one benefit which I would like to discuss here.

There are many business activities where information keep changing and it is imperative to keep the updated information available to any customer, or caller. Some examples are :-

IVR Benefit : Updated Information always

1. Current trading price of a stock price of a company,
2. Current bill of consumer like mobile phone or electricity
3. Confirmation of payment made in Credit Card
4. Online tracking of courier dispatch
Many more!

IVR system can perform faster, better than human agent in such scenario where data update rate is quite high and accurate information is ‘perishable item’ as in vegetable. In a traditional system where there is no IVR, this updated information would be searched by human agent using a computer and then inform the caller.

Most of the time, the human agent may not be willing to search for the price of the same stock market again and again, and may inform the old price which may result in direct financial loss to the caller. An IVR would always retrieve the latest price automatically and provide the latest information.

Normally, only those people call up to an IVR for any information who actually need it. It is impossible to know who need the information at a given time, so, it is not desirable to send out information to all registered users anytime some changes take place in a stock price. IVR can always fetch the updated information for the caller anytime. Any unwanted information is a spam and this has resulted in NDNC ( National Do Not Call ) registry in any countries where ‘tele-caller’ companies are fined heavily if they make calls to NDNC registered phone numbers.

Since IVR application will always connect to a centralised database for retrieving the latest information, we have one more ‘check’ how IVR is being used by callers. If the IVR is retrieving the data, we can be sure that the caller had successfullt navigated to the menu where s/he gets the information. This can work as a measure of success of the IVR.

So, if you are a service providers where you need to provide updated information to your customers, IVR system is very useful to automate such calls/enquiries. IVR Application will automatically retrive from your updated data while providing information to caller eliminating your worry ‘how to provide customers with updated information’.

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{ 3 comments… add one }
  • Ian Colville October 6, 2011, 4:07 pm

    I’d be inclined to suggest that all of these examples are redundant in that the vast majority of people would probably use the Internet (via their PC or smartphone or tablet, etc.) to check these things, rather than make a phone call. At best, the 80/20 rule is likely to apply, in favour of the Web. What do others think?

    • Tim Farrelly October 18, 2011, 3:18 pm

      Hi Ian

      I tend to agree with you in terms of mature/developed markets but Uttams point is quite relevant to developing countries.

      Tim

  • Uttam Pegu October 16, 2011, 8:28 pm

    Hi Ian,
    I would agree with you for a country where it has one language, mostly educated population. But in a country like India, IVR will always have an advantage of information it offers in vernacular language. Also ‘not so rich’ country like India may not be able to afford smart phones as well as read English( but this is changing in India for sure).

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