Hello, @Tony Manna,
I have seen this behaivour in other customer in any technology. Not everybody is fancy to use bots. In my personal case, I prefer DTMF over voice guided bots, the reason; usually the bots does not understand me at all (even human by the way). My worst case was a bot implemented by a cinema franchaise, the move the moment Spiderman (the first option the bot give me), I got stuck abouth 5 minutes or more to buy a ticket for Spiderman without success: the bot offered me another movie and the expierence was worst because it did not offered me option to go to an agent, so I ended quitting I went to another cinema. The bot did not last much 3 monts later the normal IVR by dtmf was back.
I suggest you:
- to try to conduct a survey between your customers or bot users, try to find out why they prefer go to DMTF over BOT
- you are smart then make your selfservice smart enough to be flexible and offer BOT, DTMF o just go direct to the agent. In the end, the customer will choose the best way that suit best to them. Deny/force/Induce them to adopt some technology could not the best.
In our experience each service has their own circunstances, you will find out that they are people that like tech and enjoy use BOTS, but if they need to make a complain they will choose "go direct to the agent", why? an agent can empathize with them or because the person already know the BOT can not resolve their problem. Thats one reason to you consider try to find out directly with your users why prefer older technologies over BOTS.
Regards,
SG
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Saugort Dario Garcia
Interacciones Inteligentes S.A.
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Original Message:
Sent: 05-03-2024 12:56
From: Tony Manna
Subject: Callers do not want to use voice bots
Hello,
We see that a majority of our callers want to use DTMF or just request an agent. We are trying to figure out how to change that behavoir and get more usage of our utterances and intents. Is anyone else seeing this?
#ConversationalAI(Bots,AgentAssist,etc.)
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Tony Manna
Baxter Credit Union d/b/a BCU
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