Employed properly, empathetic, interactive voice response systems can take some load off contact center agents and augment the experiences of those reaching out to government contact centers, according to a Deloitte Center for Government Insights report released this week…
“Recent improvements to IVR have made it possible to deliver much better service, but the new reality hasn’t overcome this historical bias. In other cases, people simply don’t want to interact with an automated system, and the reasons for the animosity aren’t necessarily simple—or easy to address,” the report states.
Given federal agencies’ increased reliance on automated systems—it’s all but impossible for large organizations to staff enough agents to field all public calls, emails or texts directly—their best bet is to make automation feel a bit more human, said Marc Mancher, a principal at Deloitte Consulting and one of the report’s authors… Read the full article here.
