Continuing my post on IVR Values and VUI Design (read part I), the second recommendation is to “be smart.” The best way to win a user’s respect and therefore their cooperation is by acting intelligently. Here are some examples:

Know the user’s preferences: if the caller has selected English in previous interactions, don’t keep asking them what language they wish to use every time they call. Note the language preference, remember it, and default to it.

Know the user’s level of expertise: treat frequent users who know the system differently from first time or infrequent users.

Anticipate the user’s requests: if a user has recently placed an order, chances are that they are calling to inquire about that order. Offer the caller the status of that order next time they call.

Detect and act on request spikes: if the system is experiencing a sudden spike in calls, have the VUI adapt its behavior in light of that spike: for instance, if every month the first three weekdays experience a spike in people calling to inquire about their checking balance, then during the first three days of the month, have the system volunteer to offer the user’s balance before lapsing to the main menu.

(Read Part I.)