Post by Parloa

The IVR has been declared dead for years. Yet our State of Agentic CX research found that 96% of companies still rely on legacy IVR architecture. We wrote about why it’s still alive, and what comes next: https://okt.to/oIZAeP For years, companies treated customer service as a cost center and settled for “good enough.” But customer expectations have caught up, and the technology to meet them is finally here. The cost of standing still is real: Qualtrics XM Institute estimates that poor customer experiences will put $3 trillion in sales at risk this year. The opportunity is to turn support into a loyalty engine. Simply wrapping a legacy IVR in GPT is not enough. It takes a system built to resolve, not just to deflect: one that handles ambiguity, holds context, completes multi-step tasks, and hands off cleanly when human judgment is needed. Read more on our blog 👆 #Parloa #AIInnovation #CustomerExperience