Thinking about how far along we’ve come with IVR, I’ve noticed that you can now make credit card payments through an IVR system rather than having a human accept credit card payments. So, a typical IVR system might look like this when taking inputs for credit card payments:
Computer: Your total is $15.99. Please enter your credit card number.
Human: One two three four five six seven eight nine zero one two three four five six.
Computer: You entered one two three four five six seven eight nine zero one two three four five six. Is this correct? Say “Yes” if this is correct or “No” is this is incorrect.
Human: Yes.
Computer: Thank you for your payment.
By having IVR instead of a human take payments from customers, this solves 2 problems:
1) Customers can make payments whenever they want. They would no longer have to make a payment within 9:00am-5:00pm, when a human would be working.
2) IVR offers the opportunity for customers to confirm their credit card number once they enter it. For humans, there’s a slight possibility that the human will incorrectly enter a digit from the credit card number.
Just another thought about how IVR is used to improve our lives.
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