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The Hospitality Industry’s Voice Bot Problem

January 4, 2022

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As consumers, we all know the immense frustration that comes with dealing with call center voice bots. Whenever you pick up the phone, you expect to hear another human on the other end, when that’s not the case, it’s not only disappointing but inconvenient. That inconvenience increases tenfold when the voice bot sends you into a cyclical conversation with yourself without addressing your needs as a customer.

As we have detailed before, there are many problems with current IVR models (Interactive Voice Response Systems). For starters IVR systems typically have long menus and rigid redirecting that leave you talking in circles without addressing the reason for your call. For many corporations, IVR systems are a necessary evil.

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