2026 Interactive Voice Response Self service 
Fonolo
JANUARY 17, 2023
Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. Let’s look at how they’ll be used.
Fonolo
FEBRUARY 2, 2023
According to Gartner , Conversational AI will reduce contact center agent labor costs by $80 Billion in 2026. Provide after hours service You may not have a 24-hour contact center, but with call center automation you can still serve incoming callers after hours. DID YOU KNOW?
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Callminer
DECEMBER 17, 2019
“When asked what the most frustrating aspect of a customer service experience is, over a third of U.S. respondents (34%) chose ‘Automated Telephone System (IVR)/inability to reach a live person for customer support.’” billion by 2026, registering a healthy CAGR in the forecast period of 2019-2026.
DMG Consulting
AUGUST 16, 2022
IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. It’s Time to Transition from IVR to IVA. Interactive voice response systems were effective for what they were intended to do in the past.
3CLogic
APRIL 17, 2023
With so many customers opting to call for support, it’s vital for companies to have a solid system in place to handle high call volumes and provide a top-notch customer experience — this is where IVR comes in. Interactive Voice Response (IVR) is an essential tool for CX leaders and service departments.
3CLogic
MAY 31, 2024
Voice self-service has been an integral part of contact center initiatives for years. Although the reason for using self-service options varies from use case to use case, the majority of us — customers, employees, and enterprise leaders alike — agree it's a convenient service channel.
SmartAction
MARCH 7, 2023
Right now, according to Gartner, more than 70% of business professionals regularly interact with conversational platforms. Moreover, Gartner estimates that one in 10 agent interactions will be automated by 2026, an increase from the current 1.6% rate of AI-automated interactions.
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