Automated phone systems are often a turn-off for a business’s...
Automated phone systems are often a turn-off for a business’s customers, according to a nationwide poll of 2,100 respondents commissioned by Interactions Corporation. If the automated phone systems are bad, 83 percent said they'd avoid the company responsible, Interactions Corporation…
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said Monday upon release of the research (http://xrl.us/bnkks9). Of the 2,100 respondents, 67 percent said they prefer a live customer representative, compared to 16 percent who chose automated systems, also known as interactive voice response (IVR). More than 70 percent said they'd share negative automated phone system experiences with others in person and via social media, and three-fourths of respondents said companies need excellent IVR automated systems. The research showed more than half thought the quality of IVR declined over the last decade. Interactions Corporation has a financial interest in the automated phone systems and says it “delivers an unprecedented level of understanding that engages customers in a productive, natural conversation” in its technology patented to that end. New York University Assistant Professor of Communications Liel Leibovitz was responsible for the quota sampling research, Interactions said.