How a Major Retailer’s New IVR Implementation Elevated the Customer and Agent Experience Payment IVR + Natural Language Processing Powered by AI Improved CX & AX info@livevox.com | 844.207.6663 | livevox.com 1 Use Case Inbound Calling Industry Retail Solution Payment IVR w/ Natural Language Processing Impact Improved Customer and Agent Experience AI with Natural Language Processing improved customer & agent experience Optimized efficiency for at-home agents Enhanced the customer experience Drove better performance for inbound calls Increased customer self-service Reduced rates of customer hang-ups Improved handling of inbound call volume Benefits at a glance: The Challenge The retailer’s outbound outreach efforts were generating a big influx in inbound call volume.

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