"Can You Hear Me Now ?" The Challenges of Interactive Voice Response (IVR) Systems

“I’m sorry, I didn’t understand your request. Can you please repeat that?”

I hear these phrases often when trying to conduct business over the phone using an Interactive Voice Response (IVR) system. These are the automated phone navigation tools that direct callers to specific business departments or to a customer service representative using voice command. Some have a keypad input option, but not all. Now, your girl is pretty laid back - not much bothers me. But dealing with an IVR system that only takes voice commands can set my whole soul on fire with frustration.

I took speech therapy until I was a senior in high school. I never really expected to have an especially soothing or impressive voice. But like everyone else, I did want to be fully understood. I found a way to accept the voice the good Lord gave me, because I figured having a voice is better than having no voice at all. Even though I have grown comfortable with my speaking voice, not everyone or everything is as receptive.

Many businesses are using technology in automation services to conduct business, like paying bills. The concept is cool - unless you have a speech impairment. When I must use IVR, I feel like I’m in a heavyweight fight with Mike Tyson. I usually get knocked out in the first or second round. After not being able to interpret my repeated request, the service either passes me on to customer service or hangs up.

If that isn’t frustrating enough, sometimes an extra service fee is applied if a customer service rep must process your request instead of the company’s automated service. This is when I’m most likely to lose my patience. Once I finally reach a real person, I go into full advocacy mode and explain myself to get the extra fee waived. Who wants to go through that every time? Not me!

All these challenges made me wonder how seniors, people who are cognitively or hearing-impaired, or people whose native language is not English feel when using IVR. I’m willing to bet I’m not the only one having trouble navigating this service.

So, how can this be solved? I suggest we bring back the number input system for all menus. Make it simple and let me hit numbers to transact my business. I’m all for technology, and IVR probably saves time for some individuals and for the business overall. But if it isn’t serving everyone, there needs to be an alternative.

What about you? How do you feel about these IVR menus? Do you have a creative idea for improving these tools, or have you found workarounds? Please share them with us in the comments on our Facebook post!