When an end user places a call that is fielded by an IVR application, the process should feel natural and seamless. IVR systems, whether hosted IVR or onsite, are built, developed and deployed meticulously with a significant amount of branching and predictive technology coded into the system.
Many technologies, IVR included, are deployed with the intention of offering users uncomplicated, straightforward interaction experiences. More often than not, technology is commissioned and utilized to solve a problem or handle an issue in the simplest manner possible–like IVR systems.
Users may not think of this, but often the most user-friendly technology is the most difficult to build and deploy. Anyone in the tech industry will concede that the more you can program technology to think and behave like a human, the more popular it will be.
So will we eventually reach a point where technology becomes so advanced that it can successfully predict user desires? Predictive tech is the theme of Le Web London, Europe’s largest technology summit.
“Faster than real-time” is the concept that will be highlighted over the next two days, and while it sounds like some futuristic concept from a science fiction movie, it is an increasingly possible tech reality.
Per CNN, “online apps are getting to know us so intimately that we can know things before they happen.” Everything from social applications to fitness and medical applications may soon be equipped with this type of technology.
Whether it understands when, where and how a certain person will be arriving or gives us cues about our future health and wellness, applications currently in use are collecting such comprehensive data about the users who interact with them that this could be a feasible reality in the not-so-distant future.
The most compelling aspect of this potential predictive integration is the fact that it does not require new technological development to be implemented. The devices we currently use (voice, video and text data online) is already changing the way we interact with each other and with technology itself.
Predictive technology will just be a natural and organic step in the technological integration process we are already entrenched in.
So how will this predictive technology work, and what type of integration can we eventually expect to see? Stay tuned for Faster Than Realtime…