More on IVRs: An IVR that reads your mind
Brian McConnell continues his discussions on IVRs at the ETel conference:
ETel Coverage: IVR That Reads Your Mind - O'Reilly Emerging Telephony
Great idea, wish more IVR systems would be built around these concepts. To a certain extent, I have seen this already working with banks in India. For example, when you get through the authentication prompt the IVR immediately informs you of your available balance and the last major transaction that was successfully completed. Not everyone implements such nice features though.
Its possible that IVR platforms are already geared to deal with such usability tweaks. I wonder if the guys at Amdale have built this into their PowerConnect platform.
Technorati Tags: IVR, telecom, usability
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