The Next Generation of IVR

With pre-recorded messages and rigid navigation, the traditional IVR has been the backbone of the contact center for years. But new technology is modernizing and upgrading this channel. PTP’s next-gen IVR systems use generative AI and speech recognition to deliver more sophisticated, versatile, and user-friendly experiences.

PTP’s solution relies on enhanced natural language understanding (NLU) so IVRs can better understand accents, dialects, and phrases through natural language processing (NLP). These systems interpret callers’ spoken requests accurately based on vast amounts of AI-generated data sets using conversational AI technology. This allows IVRs to decipher and route contacts to the appropriate departments based on customer input.

Our next-gen IVR can also generate dynamic responses and richer customer interactions. With generative AI and conversational AI, PTP’s systems can provide context-relevant, human-like responses in real-time without the need for a live agent. The result is a more natural and engaging conversation with the customer. An added benefit is that key performance metrics are improved.

We also improve personalization with our next-gen IVR platforms. Using conversational AI, the IVR is tailored to respond to the customer’s preferences, previous interactions, and history. The combination of generative and conversational AI technology powers continuous learning and improved personalization: the more the IVR "learns" about the customer, the better the responses.

Based on previous interactions or the context of the current interaction, IVR systems powered by generative models can anticipate potential issues or questions. This proactive approach can resolve problems more quickly or potentially eliminate them from occuring in the first place.