Self-Service Use Case in Action – Auto Attendant
Five9 IVA proved to be an ideal solution to help IQVIA provide a better customer experience. It was deployed for IQVIA as an auto attendant to allow customers to simply say what they were calling about. This flat menu significantly reduced the effort required from customers and resulted in a much higher percentage of correctly routed calls. In fact, with very little professional services training, the application was able to route 87% of callers correctly based on their first attempt and 93% after a re-prompt from the virtual agent. And in addition to improving the customers’ experience, the improved routing produced a 15% reduction in average handle time. Agents were able to help customers more effectively because they had the correct skills for the type of issue the customer was experiencing. This is a great example because it is a practical approach to the use of AI that has immediate and tangible benefits to the business. Full article: https://www.five9.com/blog/self-service-use-case-in-action-auto-attendant
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