Voice self-service in contact centers includes interactive voice response systems that allow customers to complete transactions using touchtone inputs, such as checking an account balance, making a payment, or updating an address. Conversational IVR goes further, using natural language processing to understand spoken requests and guide customers through more complex workflows without agent involvement. Voice AI agents can handle appointment scheduling, order status inquiries, technical troubleshooting steps, and account management tasks in fully automated conversations that feel natural rather than scripted. Callback request systems that capture a customer's place in queue and return their call when an agent becomes available are another widely deployed form of voice self-service. NiCE CXone supports all of these capabilities through its AI-native platform.
Examples