Khushbu
Shaikh
Technical Lead, Principal Technical Account Manager at Twilio
"How Intelligent IVR Systems Are Transforming Customer Experience"
"How Intelligent IVR Systems Are Transforming Customer Experience"
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Session: How Intelligent IVR Systems Are Transforming Customer Experience
Interactive Voice Response (IVR) systems have been at the core of customer service for decades, evolving from rigid, code-heavy implementations to today’s AI-powered, adaptive solutions. This transformation reflects broader shifts in technology—moving from touch-tone systems to natural language understanding, from siloed call centers to cloud-native platforms, and from transactional interactions to personalized customer journeys.In this session, we will trace the historical evolution of IVR systems, highlighting the technological milestones that have redefined how businesses engage with customers. We’ll also examine how modern AI-driven IVRs are not just automating tasks but enhancing customer experience by delivering faster, smarter, and more human-like interactions. Attendees will gain insights into the challenges organizations faced during these transitions, the innovations that enabled progress, and the future trajectory of IVR in an AI-first era.
Key Takeaways
- Gain a clear understanding of how IVR systems have evolved from touch-tone menus to AI-driven, cloud-native platforms.
- Discover how modern IVRs enhance customer experience through personalization, natural language understanding, and intelligent automation.
- Learn the key technological milestones that shaped IVR development and customer communication strategies.
- Explore current challenges in IVR adoption—such as integration, data privacy, and customer trust—and how to address them
Bio
Khushbu Shaikh is a Technical Lead, Principal Technical Account Manager at Twilio, where she works with some of the world’s largest enterprise customers to design and implement scalable, customer-first cloud communications solutions. Recognized for her expertise in API adoption, customer experience transformation, and cross-functional leadership, she has been honored with awards such as the Twilio Magic Award, Leader of Impact (Women Impact Tech), Dallas Business Journal 40 Under 40, Cloud Girls Rising Star Award, and IEEE WIE Industry Expert.She is also the creator and host of TechXplorationHub, a podcast helping tech professionals navigate career transitions, and serves as a mentor with Women in Tech, ChickTech, CodePath and Topmate. As a published author in prestigious journals and a sought-after speaker at industry events, she is passionate about empowering others to thrive in technology.
