Customer service phone systems are often frustratingly slow, forcing all callers to listen to options at the same plodding pace regardless of their familiarity with the system or personal preferences. This one-size-fits-all approach wastes time for tech-savvy users, busy professionals, and frequent callers who could process information much faster.

Fixing the Speed Problem

One approach to solve this would be to add speed controls to automated phone menus, similar to the playback speed options found in podcast apps. Callers could choose between different speeds (like 1x, 1.5x, or 2x normal speed) at the beginning of their call. The system would need to:

• Modify audio playback to maintain clarity at higher speeds
• Optionally remember preferences for repeat callers
• Keep standard speed as default for first-time users

Benefits for All Parties

This could benefit customers by saving time and reducing frustration, particularly those who frequently use these systems. Businesses might see advantages like shorter call times and improved satisfaction scores. For IVR providers, it could become a competitive feature that sets their systems apart.

Testing and Implementation

A simple starting version might include just a few speed options implemented with one IVR provider, allowing for real-world testing of how customers use the feature. Key metrics to track would include adoption rates, changes in call duration, and any impact on customer satisfaction or call resolution success.

Advanced audio processing could maintain quality at faster speeds, while a conservative maximum speed limit would help ensure comprehension isn't compromised for the sake of speed.