IVR vs Chatbot: Choosing the Right Automated Solution

IVR and Chatbot are two services that are associated with computers and technology, and because they are a little complex to understand, most people tend to confuse the two.

IVR systems and chatbots have the same functionality of responding to customers’ frequent inquiries but are implemented in different manners. IVR systems are where the customer is presented with a recorded message to dictate to him or her the sequence to follow often via phone. Clients communicate directly with the system and perform keypads numbers or speak commands. IVR for Call Centers have been in use for many years to cater large volumes of calls, routing the calls to the concerned department and addressing most of the frequently asked questions on their own without involving the call center executives.

Whereas, chatbots are a type of software applications that utilize text messages to interact with the users. Such interactions may take place on the official sites, application, or social accounts of a business. Chatbots are designed to solve any issue, starting from simple questions on a product or a service to buying one through text conversation.

The principal distinction is based on the channel of interaction; IVR employs the use of voice, whereas chatbots work with text. This difference determines the areas for which they are best suited to apply and the extent of their efficiency.

Nevertheless, the decision to use IVR or chatbots vary depending on several factors, such as the nature of customers’ communication, channels of communication, and the nature of queries customers present.

For voice-based interactions: If your business organization is dealing with customers’ interactions mostly through the voices, then the IVR Solutions would be more suitable for you. They can effectively answer the calls, transfer it to the concerned section, and even provide general information without even involving staff. Enhancing the IVR to the conversational level can go a step ahead to improve the interactions that users have with IVR.

For text-based interactions: If your business navigates customers through your websites, mobile applications or social media platforms chatbots are the best solution. They can customize as per the needs, are versatile, and give prompt services.

Hybrid approach: It is common to observe many companies implement IVR alongside chatbots, where one will address specific aspects of customer support. For example, IVR solves the problem of phone calls, and chatbots address requests made via the Internet, which provide seamless services at different platforms.