A financial services company needed to make it easier for customers to find self-service resources and FAQs, rather than waiting on hold to speak to a representative. The options in their existing IVR system were too broad to accurately route calls to the correct rep or article. Since the old system was rule-based, completing the necessary training for more specific categories required an extensive amount of labor, fine-tuning, and effort. The company needed a solution that would create specific, yet flexible, categories to quickly label the intent of customers calling into their IVR system.

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