Superior Self-Service: Deliver Better IVR & Chatbot Experiences

When done right, IVR and chatbots can increase efficiency, improve customer satisfaction, and help organizations reduce operating costs. But to reap those benefits, organizations must design and deliver intuitive interactions that reduce friction, rather than cause it. In this webinar, we’ll look at key elements of successful IVR and chatbot customer support systems.

Whether you're using AI-powered systems or pre-defined scripts, your support options need to recognize and resolve a wide range of customer concerns -- and do so quickly and accurately. See what world-class organizations do to ensure their IVR and chatbots offer seamless support.

WHAT YOU'LL LEARN:

• The role customer journeys play in IVR and chatbot experiences
  
• The differences between AI-powered tools and traditional self-service options
  
• How to identify and address common issues in IVR and chatbot interactions, such as accuracy, containment, and disconnects
  
• Examples of how enterprises have improved their IVR and chatbot experiences through techniques like feedback loops, red teaming, and prompt/response grading
  

Speakers

Chris Doucet

• Senior Solutions Consultant • Applause

A member of the Applause family since 2019, Chris Doucet has over a decade of experience in software engineering. Chris was previously a solutions engineer at Electric Cloud, where he promoted DevOps best practices and techniques around release orchestration and deployment automation. Since joining Applause, Chris works with many of Applause’s customers to provide the technical and functional support they need to ensure digital quality.

Simeon Olsberg

• Associate Director, Solution Delivery • Applause

Leveraging over 25 years of progressive leadership in startups and established businesses, Sim brings passion and expertise in managing cross-functional teams. In over 6 years at Applause, Sim has managed diverse engagements ranging from luxury apparel, insurance, telecommunications, gambling, financial institutions, the media and global auction platforms. Sim’s background in the military, coupled with his experience in biotech, marketing and technology, underscores his dedication to Extreme Ownership, strong communications, empowering individuals and fostering business growth.

Miriam Ross-Hirsch

• Lead/Senior UX Researcher • Applause

Miriam Ross-Hirsch is a Lead/Senior UX Researcher with in-house and consulting research experience. She supports UX strategy for Applause clients primarily in the financial services, payments, telecommunications, streaming, and gaming industries. She strives to enable quick decision making with practical research.

Applause is the worldwide leader in crowdsourced digital quality testing. With testers available on-demand around the globe, Applause provides brands with a full suite of testing and feedback capabilities. This approach drastically improves testing coverage, eliminates the limitations of offshoring and traditional QA labs, and speeds up time-to-market.