Why Chatbots Will Replace IVR in Banking Abe

Everyone knows the frustration of talking to banking customer service on the phone. You call in with a straightforward question and get the dreaded interactive voice response (IVR) recording. Before you know it, you're listening to a robotic voice ask how it can direct your call and having to give short, over-enunciated responses trying to get the system to understand what you want. The fact is, IVR isn't great for anyone. It's not great for customers because it's confusing and frustrating to use.