The debate continues, would you rather talk to a machine or a human. Historically the answer was a slam dunk...please no machines...I hate IVR...don't torture me with machines that don't understand me.
With the new Artificial Intellegence engine created by SmartAction, it actually now becomes a conversation when discussing human vs IVR.
People want EFFICIENCY and if an automated system can FINALLY provide that...the automation wins.
People also want empathy, oddball questions and if a live person can provide that...Human wins.
See everybody wins when you send the repetitve , mundane calls to an intelligent IVR system and the valuable , complex calls to a Live Agent.
