The Hidden Flaws of Traditional IVR: Why Businesses Miss the Full Customer Picture

Описание: Satish Barot and Kane Simms discuss the pros and cons of DTMF-based IVR systems. While easy to implement and familiar to users, these legacy systems struggle to handle the full scope of customer needs. Kane highlights a study showing major disconnects between IVR options, chatbot intents, and agent disposition codes—revealing just how much gets lost in translation.

As AI evolves, the conversation turns to why relying solely on top-volume intents leaves businesses blind to the long tail of customer queries.









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