A nationwide banking and insurance company was experiencing high rates of transferred calls and hold times in their contact center. Customers would call the company, select the IVR option they believed was appropriate, explain their problem to a live rep, and – more likely than not – need to be transferred to another department. With a 20% rate of call transfers, and multiple transfers needed to reach the appropriate rep, it wasn’t surprising that many customers would try to bypass the automated IVR system.The company needed a better way to quickly and accurately understand what their customers needed so that they could connect customers with the appropriate representative on the first try.

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