SMART IVR is a new digital channel that provides a Self-service menu, as well as a very simple and user friendly SMART menu. The latter will be able to guide customers and route them to the most appropriate menu based on their profiles, line status and potential requests. The self-service menu on the other hand allows customers to manage their accounts securely, without any human interaction, offering a similar experience to that of the mobile App & website.

 

While commenting on this successful launch, Mrs. Rula Abu Daher, Chief Corporate Management Officer, said, “Interactive Voice Response is a mature and useful kind of technology, one that makes customer interactions far more efficient. This technology can smartly identify customer profiles whether it is a postpaid or a prepaid line, and offer them accordingly the most appropriate digital menu and customized services for their needs. IVRs are meant to make voice customer service and experience easy and hassle free. This is one of a bouquet of digital channels that we are currently working on to best meet the ever growing customer demand, the different customer lifestyles, and the digital generation needs".