Visual IVR is one of the features in Financial Services Experience Cloud™ for Banking. It provides clients with an enhanced visual experience as they can check their account balance, activate a card, connect to an agent, and more, through a customized Visual IVR UI, without the need to download an app.
As such, it serves as an efficient self-service solution, thus reducing call center volumes and increasing customer satisfaction.
How Does Visual IVR Work
This feature requires a Studio flow to gather the client’s member ID, a unique identifier from the integrated core banking system.
When your contact center receives a call from a client, the predefined Studio flow is triggered, asking the client to type the corresponding member ID. Once the member ID is successfully authenticated against the core banking system, an SMS message will be sent to the client, containing a unique link that allows the client to navigate to the visual IVR UI.
In the Visual IVR UI, the client can perform different operations directly, such as viewing account information and activating a card. Furthermore, the client can connect to an agent.
Note: Both the SMS message sent to the client and the Visual IVR UI can be customized.
How to Configure
Visual IVR needs to be configured with the help of Talkdesk. If you wish to start using this feature, contact your Customer Success Manager.