Interactive Voice Response is a great way to speed up you customer support. When a customer wants to contact your support team, they encounter a pre-recorded voice prompts. All they have to do is enter a few voice or key commands and they are immediately redirected to the correct department of your support team.
However, many customers dislike Interactive Voice Response, as it feels like they are not enough important for the company to have a real person speak to them. The prompts are usually recorded by a machine voice and they are missing the human factor.
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