Gartner helped the senior director of a software company refine their IVR system to better identify customer intents and improving first call resolution.
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Client Story
Optimize IVR Systems for Enhanced Customer Interactions
Mission Critical Priority
Refine the IVR system to enhance customer intent recognition, focusing on vehicle type and contact reasons, to automate processes and minimize agent transfers.
How Gartner helped
Gartner provided strategic guidance through expert consultations and research on key capabilities and best practices for IVR natural language prompt design to enhance the performance of the client's current system in handling customer inquiries.
Business impact
The client achieved a 2-3% reduction in agent transfer rates and improved first call resolution by effectively connecting customers to the appropriate agent during their initial contac
Industry
Software Development
Revenue
Approx. $866M
Employees
2,300+
