Do you wish to enhance customer experience in your company? Then you should learn the difference between IVA and IVR. Customer experience is the life of any thriving enterprise. Automated tools are commonly utilized by companies in order to attend to customer relations effectively.
Two key components of customer experience are Interactive Voice Response (IVR) and Intelligent Virtual Assistants (IVA).
In this blog, we are going to facilitate your learning the differences between both systems.
What is Interactive Voice Response (IVR)?
Interactive Voice Response (IVR) is a technology by which customers are able to communicate with a company system using pre-recorded voice messages and dual-tone multi-frequency (DTMF) input from a keypad.
It is a sophisticated technology as it allows customers to browse through menu options. IVR systems are extensively utilized in call centers to handle large volumes of calls. It is a highly cost-effective solution and it is ideal for simple queries.
What is an Intelligent Virtual Assistant (IVA)?
An Intelligent Virtual Assistant (IVA) is another technology that employs artificial intelligence (AI) and natural language processing (NLP) to interact with the customers in a human way. It is distinct from the conventional IVR systems, as IVAs are capable of understanding and answering complicated customer queries.
IVAs is extremely popular because it provides personalized assistance. It is integrated with customer relationship management (CRM) systems that assist IVA to respond to detailed questions and complete transactions.
Key Differences Between IVR and IVA
1. Interaction Method:
IVR: IVR has pre-defined menu items that are based on DTMF signaling or basic voice prompts.
IVA: IVA makes use of very sophisticated NLP to comprehend and respond to natural language. It is capable of offering more seamless and intuitive interactions.
2. Functionality:
IVR: It is primarily utilized for routing the calls to the proper department or perhaps giving basic information.
IVA: IVA, however, can manage sophisticated support tickets. It is designed to give elaborate answers, and perform tasks with no human agent requirements.
3. Personalization:
IVR: There is very little personalization here as the internet experience is usually standardized.
IVA: It is aided by CRM systems which enables IVA to offer personalized interactions with the assistance of customer information and past interactions.
4. Technology Integration:
IVR: It possesses limited integration ability because it possesses a stand-alone system.
IVA: IVA is far more sophisticated and seamlessly integrates with numerous enterprise systems.
Advantages of IVR Systems
Cost-Effective: IVR systems are ideal for the companies that require high call volumes at the lowest cost.
24/7 Availability: IVR system enables companies to remain accessible all day. It plays a key role in offering fundamental customer assistance at non-working hours.
Effective Call Routing: One important benefit of IVR is that it is trained to send the caller to the right department which will minimize wait times and enhance customer satisfaction.
Benefits of IVA Systems
Improved Customer Experience: IVAs is advised if the company is looking for personalized and conversational experience.
Increased Efficiency in Solving Complex Queries: It relieves the human as it can solve complex queries without human interference.
Ongoing Learning: IVAs can be refreshed over time and can offer better experience with learning from previous conversations.
How to Choose Between IVR and IVA?
Now, what do you need to pick? Here is the considerations that you need to keep in mind prior to selecting IVR and IVA:
IVR is apt for:
- Firms with huge call volumes and need efficient routing of calls.
- Companies looking for an economical means of answering basic questions.
- Companies that require an easy-to-use system with minimal maintenance.
IVA is best suited for:
- Firms looking to offer a personal and interactive customer experience.
- Companies handling complex customer questions that demand elaborate answers.
- Companies interested in utilizing AI-driven solutions to improve customer service operations.
Get the Right Solution with Contaque
IVR and IVA can be a game changer for your company so it is necessary to select the right solution to implement IVR or IVA. Choose Contaque, a leading contact centre solutions provider because we understand the significance of providing outstanding customer service.
We empower contact centres with smart IVR, voice bots, and conversational AI solutions that help boost customer interactions efficiently. Therefore, contact that meets your industry standards and customer expectations.
Conclusion
Overall, both IVR and IVA systems possess distinct benefits in handling customer interactions. Companies are required to make informed decisions while deciding between IVR and IVA. For the right decision, get in touch with Contaque team to achieve a guaranteed smooth implementation.
