Why Settle for IVR or Chatbots?
Most companies still rely on IVR menus or text-based chatbots to handle customer queries. But these solutions often fall short — leaving customers frustrated, agents overwhelmed, and opportunities lost.
Let’s break down how Speech-to-Speech AI compares across the metrics that matter:
First Call Resolution (FCR)
IVR solves issues on the first try about 70% of the time but often escalates or repeats. Chatbots manage around 60%, struggling with nuance and unexpected inputs. Speech-to-text doesn’t resolve issues on its own. Speech-to-speech AI solves 85–90% on the first try by handling complex conversations naturally. Fewer repeat calls mean a better experience and lower call volumes.
Customer Satisfaction (CSAT)
IVR leaves 60–70% of customers satisfied but often feels confusing and impersonal. Chatbots reach 65–75%, good when they work but frustrating when they don’t. Speech-to-text scores around 70%, missing emotional context and flow. Speech-to-speech AI achieves 80–90%, feeling like a natural, empathetic conversation. Happy customers stay loyal and buy again.
Containment Rate
IVR contains 40–50% of calls but is limited by rigid menus. Chatbots manage 50–60%, handling simple queries but struggling with voice. Speech-to-text isn’t a self-service tool. Speech-to-speech AI contains 85%+ by holding real conversations, cutting costs and boosting satisfaction.
Emotional Awareness
IVR, chatbots, and speech-to-text can’t detect emotion, tone, or intent. Speech-to-speech AI can, sensing frustration, urgency, and adjusting responses naturally. Empathy leads to better outcomes, especially for sensitive or high-stakes enquiries.
Multilingual Support
IVR is manual and costly to update for new languages. Chatbots also need separate builds for each language. Speech-to-text doesn’t offer full conversational support. Speech-to-speech AI speaks multiple languages fluently in real time, with no manual scripting needed. A global customer base is no problem.
Addressing Common Concerns
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“Our IVR is working fine.”
Most IVRs only contain about 40% of calls. With Speech-to-Speech AI, containment jumps to 85%+ — which means faster answers, happier customers, and less load on your agents.
“This sounds expensive.”
It’s more affordable than you think. Start with a pilot — we’ll prove ROI in just a few weeks.
“We already use chatbots.”
Chatbots work well for some use cases — but voice remains 60–70% of inbound support. Don’t leave that gap unaddressed.
“Will this replace our agents?”
Not at all. It frees up your agents to handle more complex, human-sensitive issues — while AI handles the repetitive stuff.
“Is this just speech-to-text?”
Nope. It’s real conversation. Voice in → Understanding → Voice out. Seamless, natural, and scalable.
Ready to explore how AI can transform your business? Reach out to our team today.
Get in touch with our team to explore how AI can transform your business. We’ll assess your current infrastructure, recommend tailored solutions, and help you implement AI effectively to achieve measurable results.
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