IVR & Older Peeps

I am going into my dialysis center and there was a patient on the phone. She was attempting to find out the status of her ride after her treatment.

As with most Contact Centers, I believe an IVR (Interactive Voice Response) system was used. She was struggling with it. She was attempting to get an update, and then an agent. It took her libger than it should.

I’ve been in the Contact Center world most of my career. I’ve seen it grow from pressing a number(s), to using some voice commands. Most voice commands must be simple and not complex sentences, in most instances.

We aren’t at the point where an individual can have a Star Trek convention with a computer. I hope to see that in my lifetime.