IVR Best Practices: Keypad Entry vs. Voice-to-Text

When it comes to customer experience (CX), many brands use voice technology to interact with their customers, typically in the form of interactive voice response (IVR) in their call center.

But, just because the technology exists to use speech input to capture metrics (e.g., NPS and OSAT) during an IVR survey, it doesn’t mean we should use it in every scenario. Here are the best practices we recommend so you get the best data (and intelligence) from your IVR survey!


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