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Putting the Caller First: IVR & VUI Design That Enhances The Customer Experience

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What you will learn:

Imagine a world in which the main goal of an IVR system is to help callers, even if that means sending them straight to a representative. Sound far-fetched? New developments in IVR technology and lower cost of ownership allow vast improvements in our attitudes towards automated systems, and make it more and more possible to focus on the customer experience and improve your business productivity. Mike Ahnemann, 9-year veteran of speech-recognition application design and the Principal VUI Designer at, discusses best practices and the fundamental questions every IVR designer should ask when designing a voice application.

Length: 37m 40s
Tags: Customer Service, Call Center, IVR Technology, IVR System
Views: 6
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