Visual Interactive Voice Response
Visual Interactive Voice Response (Visual IVR) is conceptually similar to voice Interactive voice response (IVR). Visual IVR uses web applications to "instantly create an app-like experience for users on smartphones during contact center interactions without the need to download any app."{{Cite book|url=https://www.zappix.com/wp-content/uploads/2018/07/2018-The-Power-of-Visual-IVR-1.pdf|title=The Power of Visual IVR|last=Rosa Jr.|first=Johnny|publisher=Zappix, Inc.|year=2018|location=Burlington, Mass.}} The user interacts with a visual interface by touch or click commands on his mobile or computer screen.{{cite web |url=http://www.lopezresearch.com/2011/01/27/groupama-creating-strategic-differentiation-by-combining-contact-centers-with-mobile/ |title=Groupama: Creating strategic differentiation by combining contact centers with mobile |access-date=February 17, 2014 |date=January 27, 2011 |author=Maribel Lopez |publisher=Lopez Research}} The technology can be used either on a mobile device app or directly over the web.{{cite web |url=http://www.highbeam.com/doc/1P3-3101342821.html |archive-url=https://web.archive.org/web/20140611070742/http://www.highbeam.com/doc/1P3-3101342821.html |url-status=dead |archive-date=June 11, 2014 |date=October 1, 2013 |access-date=February 17, 2014 |title=THE 2013 STAR Performers |publisher=Speech Technology Magazine}} Visual IVR can be used for companies to interact with their monthly customers, to provide electronic billing and to order other information through a single access point.{{cite web |url=http://www.highbeam.com/doc/1G1-347312003.html |archive-url=https://web.archive.org/web/20140611070740/http://www.highbeam.com/doc/1G1-347312003.html |url-status=dead |archive-date=June 11, 2014 |title=Jacada and Vocantas Update on OnCall Solution |date=October 30, 2013 |access-date=February 17, 2014 |publisher=Entertainment Close-up}} The user can realize in a few clicks a selfcare journey to find his answer, use another channel made available by the company (email, chatbot, SMS …) or to be put in relation directly with the good skill.{{Cite web|url=https://www.frenchweb.fr/fw-radar-dial-once-veut-digitaliser-les-communications-telephoniques/285858|title=Dial Once : Charles Dunston (Mar 31, 2017), "Dial Once wants to digitize phone calls" Frenchweb.fr, retrieved 2018-06-05|date=31 March 2017 }} Visual IVR has shown advantages over its legacy IVR counterpart, including reducing the average time to resolution by 300 seconds per call, earning a Net Promoter Score of 91 for ease of use, and increasing call containment by 75%.{{Cite web|url=https://www.zappix.com/blog/3-reasons-retail-needs-visual-ivr/|title=3 Reasons Retail Needs Visual IVR|last=Abraham|first=Yossi|date=February 14, 2018|website=Zappix Visual IVR}} It can overcome inherent challenges in mobile app adoption.{{Cite news|url=http://callvu.com/component/k2/how-to-win-at-mobile-digital-engagement|title=Callvu - How Can Insurance Companies Win at Mobile Engagement?|access-date=2016-11-22|archive-url=https://web.archive.org/web/20161123053413/http://callvu.com/component/k2/how-to-win-at-mobile-digital-engagement|archive-date=November 23, 2016}} Visual IVR can also utilize video as a part of its interface, sometimes referred to as Video IVR.{{cite web |url=http://www.nojitter.com/post/240165644/building-mayday-with-webrtc9 |title=Building Mayday with WebRTC |author=Chris Vitek |access-date=February 18, 2014 |date=January 24, 2014 |publisher=No Jitter}} The Interactive Display Response System, which is one form of Visual IVR, was patented in 2009.CallVU: {{Citation|last1=Rotsztein|first1=Doron|title=Interactive Display Response System|date=Jan 13, 2011|url=https://patents.google.com/patent/US20110009096|last2=Faran|first2=Ran|access-date=2016-11-22}}