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knightly , 5 months ago If your problem can be solved by a bot, then an old fashioned touch-tone phone menu would be an entirely sufficient solution, no “AI” needed. If not, then plugging an LLM into your IVR will never be worth the expense since the customer will need to talk to a human anyway. “AI” is a bubble. Sure, it might have some niche applications where its viable, but it’s heavily overpromised and due for disinvestment this year.
If your problem can be solved by a bot, then an old fashioned touch-tone phone menu would be an entirely sufficient solution, no “AI” needed.
If not, then plugging an LLM into your IVR will never be worth the expense since the customer will need to talk to a human anyway.
“AI” is a bubble. Sure, it might have some niche applications where its viable, but it’s heavily overpromised and due for disinvestment this year.