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Making the most of automation

After investing in a natural-language-speech interactive-voice-response (IVR) system, but seeing a flat performance in self-service containment, a leading US-based credit-card company wanted to understand how to get the most from the system and how it was performing in relation to peer companies.

An implementation road map helped develop and launch differentiated customer-treatment strategies in the IVR system to improve customer experience. By analyzing over 6 million calls, leading 15-plus client working sessions with customer-service teams, and a survey of over 1,500 customers, we were able to identify opportunities to improve containment rates resulting in a 5 to 10 percent reduction in costs/incremental annualized savings.

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