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. BBN 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.