#79 - Improving the caller Journey with human friendly automation

The Curated Experience Podcast hosts Joseph Maxwell of Parlance, for episode #79 Why is the phone automated system and IVRs so universally hated Why speech recognition alone doesn't get the job done Building a phone system that works for elderly patients 35% of callers gets transferred, they don’t like it, and it can be prevented You can improve the employee experience by letting callers speak naturally to connect, when they call into your organization on the phone Easy to use self-service and automated call routing frees up employees to help callers who need complex support or empathy Connect with Joseph Maxwell on Linkedin or visit the Parlance website https://www.parlancecorp.com