Several customers needed to reduce substantialpercentages (50 %+) of traditional live voice to “smart” guided IVR to significantly reduce non-sales voice time and increase overall conversion. Accuracy in caller identification and support requirement was the key. - Outcome: The deployment of the Smart IVR solution enabled the customers to opt for more self-service actions and also increased the accuracy of reaching the right agent for their queries. It reduced user frustration with IVR experiences, thereby enhancing the user satisfaction and returning impressive results. ncrease in self-service automation rates to 73%: A big win in customer confidence is using the automated solution.

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