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Chris Marr


January 9, 2024

McGee-Smith Analytics – Episode 2 of 3 – From IVR to Digital Transformation



In this video, Sheila McGee-Smith discusses the importance of moving from IVRs to true digital automation for customer service. She talks about the limitations of IVRs, such as lack of personalization, inflexibility, and poor information organization. She also highlights the benefits of digital automation, such as increased self-service completion rates, improved customer experience, and better agent efficiency.

Here are some key points from the video:

  • The limitations of IVRs:
  • IVRs were great when they first came out, but they have become outdated and inflexible.
  • They often lack personalization and provide poorly organized information.
  • They have low self-service completion rates and don't transfer context to agents.
  • The benefits of digital automation:
  • Digital automation can handle more interactions than IVRs, including simple tasks like providing account balances or sending forms.
  • It can personalize the experience for each customer and provide them with the information they need quickly and easily.
  • It can transfer context to agents so they don't have to ask customers to repeat themselves.
  • Why now is the time to move to digital automation:
  • Advances in natural language processing have made it possible for systems to understand what customers are saying.
  • Cloud-based solutions have made AI-powered automation more accessible to businesses of all sizes.
  • The pandemic has highlighted the need for businesses to provide flexible and convenient customer service options.

Overall, the video makes a compelling case for moving from IVRs to digital automation for customer service. Digital automation can provide a more efficient, personalized, and convenient experience for both customers and agents.