I’ve seen many discussions on forums and groups, all around the concept of visual IVR, that “thing” that will enhance your unfortunate experience with an automated voice script, by adding some visual media to convey more complex messages and data, helping you out of the maze, sometimes even directly into the hands of a journey- savvy live operator on the phone.
Self-service ivr has been around for a while and will not die soon, for the following reasons:
– it’s relatively cheap
– it’s real-time communication
– its interface is one that everyone is able to use: the telephone or the voice.
On the other hand, a visual IVR will fix some of the issues that the old ivr inherently attached to the interaction: what if the information I am receiving is too long or too complex to be listed on the phone? What if the information I need to provide is also impossible to convey over the phone to an automated attendant?
I was recently involved in a project that aims replacing data-entry by giving users the ability to fill their application forms on-line, directly through a link to a mobile web page sent via text SMS.
How convenient that I can have my form immediately displayed on my smartphone! And change the information in the form without having to listen to endless choices or screaming into a recognition system with the wrong vocabulary or too much background noise to understand what I say!
With time, we already know the voice behind the visual will become redundant; but it helped train a demographic that was resistant to web or mobile web in the beginning. So if anything can help me do all of that, be welcome whatever the naming convention used!
Sometimes we need to plan for the early obsolescence of an emerging technology just because the process itself will bring value and experience to the customers and its real meaning is not in using it but rather in unlearning it.