Virtual Masterclass: Episode 3: Self-serving Automation

Innovating with Conversational IVR

Beyond question an efficient interactive voice response system can be one of key tools at the disposal of any call center. But outdated, legacy IVRs may be doing many businesses more harm than good – delivering a negative experience across customer interactions, service inquiries, and transactional processes. In this episode, we take a closer look at how Twilio’s flexible, scalable Personalised Conversational IVR solution can support a frictionless self-service journey and enable more productive conversations for issues that only a live agent can resolve.

Automated call-handling systems will continue to be deployed on the customer service frontline. So we consider how Twilio’s new approach to incorporating more sophisticated technology, such as AI-powered natural language processing systems, can help transform dumb menus into smarter solutions capable of handling even the most complex customer queries across various communication channels. To provide the high-quality support and personalised experiences that today’s customers demand.

*Available in German subtitles.