That won't be necessary. There is a substantial parametric disparity between humans and IVR systems in their current form. The only way an IVR system could even come close is if the human is already familiar with the IVR system.
That's a nice theory, but lets talk reality. The HUMAN versus
IVR system I have in mind for a pizza shop would test like this..
1. Customer calls in an order to a human...
Hello ABC Pizza, can I help you.
2. Yes, I'd like to order a large pie with sausage and mushrooms.
Is that for here or pickup or delivery?
3. I'd like to have it delivered.
4. Also, can you cook that extra crispy?
Sure. no problem.
Ok, what is your name?
5. John Smith.
What is your address?
6. I'm at 123 Fourth St. in Newtown.
Ok that's 1234 what street?
7. Fourth St.
Ok that's 1234 Fourth St.
8. No, it's 123 Fourth st.
Ooooooooooooh Ok, I got it now, Sorry.
(10 second pause while he writes it all down.)
Ok, that will $14.83 and it will be delivered in about 30 to 45 minutes.
9. Ok, thank you, goodbye.
Overall rating... 1 error in communications and 60 seconds to complete the order
in 9 steps. Customer rates the service a 3 (1 to 10 scale, 1=best), maninly due
to the human not listening well which caused problems with the address.
Customer *hopes* he got the rest of the order right.
1. Customer calls in an order to an IVR system...
Hello, thank you for calling ABC Pizza.
Press 1 to place an order or speak to Joe.
Press 2 to order one of your favorites using the automated sytem and receive a $1 discount.
2. Customer presses 2
Hello John Smith, select one of your favorites as follows.
Press 1 for a medium sized Italian Hoagie as with extra mayo, and hot peppers.
Press 2 for a large pie with sausage and mushrooms, cooked extra crispy.
Press 3 for a large cheese pie with extra cheese, cooked extra crispy.
Press 4 to add a 1 large bottle of coke.
3. Customer presses 2
Press * to continue or press 1 thru 4 to add an other favorite.
4. Customer presses *
Ok that's 1 a large pie with sausage and mushrooms, cooked extra crispy.
Total is $13.83 and you saved $1.00 today by using this ordering system.
It will be delivered to 123 Fourth St, in Newtown within 30 to 45 minutes.
If all that is correct press 1, otherwise press 2 to speak to Joe to
add something or make a correction.
5. Customer presses 1
Overall rating... 0 errors in communications and 50 seconds to complete the order
in 5 steps. Customer rates the service a 1 (1 to 10 scale, 1=best) because it went
so smoothly and he is confident the order is 100% accutate. Customer is extra
happy because he took the easy method of ordering and saved $1.00 in the
IVR system beats the HUMAN for ordering favorites!
IVR system takes less time.
IVR system is less complex.
IVR system is more accurtate.
IVR system provides more customer satisfaction.
HUMAN is on standby to take over where the IVR system is inadequate.
Again, I reinerate, this same IVR system would NOT likely
beat the HUMAN for special orders or more complex orders.
It's only practical use is for ordering favorites that the HUMAN
pizza shop owenr has entered into the system for his regular