SPECIAL REPORT
BY JOHN GOODMAN, CUSTOMER CARE MEASUREMENT AND CONSULTING( CCMC)
ILLUSTRATION PROVIDED BY ADOBE IMAGES
IS AI FALLING INTO THE IVR TRAPS?
Two decades ago, the“ Service Guru,” Tom Peters, did an interview with me entitled,“ Push, 1, Push 2, Push 3, Push your customer over the edge!” IVR systems, designed to more quickly bring customers to the right place, instead, have been channeling them to“ service hell.” They are also used to divert customers away from humans to reduce this most expensive component of service by providing them with easy answers to simple questions.
Does this sound at all familiar to recent conversations about AI? Aren’ t AI systems in danger of being snared by the service traps that have maimed the intent, use, and reputation of IVR systems?
The lessons and implications of the IVR experience translate perfectly to AI. So, let’ s quickly review the pros and cons of IVR use.
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AND HOW TO AVOID THEM. AI HAS THE SAME ISSUES AS IVR, BUT THE CONSUMER IS NOW HYPERSENSITIVE DUE TO THE SERVICE HASSLES OF THE COVID-19 PANDEMIC ERA.