Playbook for a Modern IVR
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From facilitating a sale to gathering top-of-mind customer feedback, modern businesses are inventing entirely new ways to use interactive voice response (IVR) software to make instant customer connections—all while reducing costs and increasing engagement. After all, the new IVR paradigm is that a modern IVR doesn’t only exceed customer expectations, it’s also a powerful tool for customer engagement.
The Playbook for a Modern IVR reimagines interactive voice response, not just as a tool for call deflection but as an opportunity to:
Create deeper engagement with your consumers
Leave lasting impressions that improve customer lifetime value (CLV)
Reduce churn
Despite brands' efforts to meet customer expectations, there remains a disconnect between their perception and consumer sentiment. Twilio’s 2024 State of Customer Engagement Report found that over the past year, many brands have embraced AI to enhance customer relationships. However, while 84% of businesses rate their customer engagement as 'good' or 'excellent,' only 54% of consumers share this view. Businesses are now looking to AI to help close this gap in customer sentiment.
Learn how business professionals—from marketing to sales to operations—are using new technology such as Natural Language Understanding (NLU) and predictive AI to interact with customers 24/7. All while seeing real-time benefits.