Raytheon BBN Technologies

Maximize The Value of IVR Automation In Your Centers

The AVOKE® Automation Analysis delivers a comprehensive evaluation of IVR automation potential in your call centers and a roadmap to achieve it. IVR automation opportunities for both call steering and self-service are explored. The AVOKE® Automation Analysis typically reveals achievable savings of 10-15% of agent talk time, plus opportunities to reduce negative caller experiences by 10-30%.

IVR Automation For Call Steering

Getting callers to the right place the first time is the most important function of an IVR. Yet, design problems can cause callers to: (a) exit the IVR prematurely, (b) route themselves to the wrong agent, and (c) avoid using self-service. Such problems waste agent time and erode caller satisfaction. The AVOKE® Automation Analysis identifies call steering strategies that work for your callers.

IVR Automation For Self-Service

Identifying self-service potential requires a detailed analysis of caller-agent dialogs to quantify the amount of agent time spent on automatable activity. Caller success rates and failure patterns in existing self-service applications must also be examined. With this understanding of caller behavior in your centers, the AVOKE® Automation Analysis answers two questions:

• How to increase caller success rates in existing self-service applications?
• What tasks currently handled by agents are good candidates for self-service?

Based on task complexity and caller demographics, analyses also determine which modality (touch-tone, directed dialog, natural language) will maximize caller success.

Analytic Insights For Caller-Centric Design

The AVOKE® Automation Analysis is a professional services engagement that delivers specific and quantified recommendations to maximize the value of IVR automation in your call centers. Raytheon BBN Technologies consultants utilize the AVOKE® Call Browser system to capture and analyze thousands of end-to-end calls. Using the resulting database of your callers and their behavior, the AVOKE® Caller Experience Methodology reveals specific strategies to maximize the value of IVR automation for both call steering and self-service. Project deliverables are ideal designing new IVR systems, or for diagnosing and optimizing existing IVRs.