ALPS 411 is a multi-authored blog from the ALPS Corporation featuring expert staff and guest writers with a focus on making lawyers safe and successful in their practice.

Why a voice response system should be human

Monday, January 30, 2012 by Matt Lubaroff
PhoneIVR. Stands for Interactive Voice Response. They are designed to improve the customer experience, reduce costs and even drive sales. In fact, a quick Google search brought up the following results and sponsored ads:
  • <Company X>'s IVR solutions, hosting, and platform will delight your callers.
  • Customer Satisfaction = Revenue. Improve your IVR with our 14 points.
  • Automate complex conversations cost effectively with artificial intelligence.
Stop it. Seriously, just stop it. With full disclosure, I worked as a Training and/or Quality Manager for over 10 years with companies like US Bank, Charter Communications, FTD.COM and DIRECTV. IVR's are not used to improve customer service. They are used to cut costs. In a perfect world, they may route you to...Read More »
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