Hosted IVR Case Studies: Real World Examples Of Improved Efficiency
One really simple way to gauge how effective a hosted IVR will be at improving efficiency is to review case studies from the provider. A case study is simply an experiment conducted using a single participant. Unlike an experiment that follows the traditional scientific method, you can not make generalizations about the findings. Neverheless, these studies are designed to show how specific applications and solutions change the outcomes of real problems.
In this article, we'll review several vignettes, or short studies, on companies that deployed voice response solutions for application-specific needs incorporating:
- Order processing
- Scheduling and delivery
- Customer service
As you read through the hosted IVR case studies below, notice how each one provides real world examples of improved efficiency.
National Retailer Opts for Artificial Intelligence for its Call Automation Requirements
This national retailer was relying on a simple touch IVR system in addition to its live agents to handle customer calls. However, there was an increase in incoming calls and the retailer realized it might be possible to handle more calls in the most efficient manner with automated systems supplied by artificial intelligence. Order taking for this company was long and repetitive. Their automated systems were old. However, with voice response technology, an "open grammar" solution is used to recognize a variety of responses thus reducing customer's frustration. The company saw 62 percent of its calls handled successfully when it switched; compared to a mere 15 percent when using the prior system. The call system now has the capacity to handle 3,000 calls daily and can reduce transfers to operators by half.
Direct Marketer Makes a Scalable, Profitable Call Center with Virtual Agents
This direct marketer with worldwide presence wanted to improve its customer service operations. Its goal was to increase on the number of calls it can handle and generate more revenue from its call center activity. The Virtual Agents that were installed in addition to a new phone system made it possible for the firm to double its revenues within a span of 6 months. The company was as well able to improve its quality of customer service while cutting down on costs incurred on live agents.
Pest Control Appointment Systems Handles more Calls with Artificial General Intelligence (AGI)
One of the issues that posed challenges with IVR systems is appointment scheduling. A majority of this company's appointments were taken care of by live agents. However, with AGI, its artificial intelligence ability and natural language can help leave your customers more satisfied and save time. The company's target for completed call rates was just at 30%, but AGI improved this to 68%.
Transportation Firm Automates its Calls Delivery Confirmation with IVR Hosting
The transport firm approached a heated voice response for a customer friendly and cost effective outbound telephone survey solution. After deployment, 94 percent of the people called for survey indicated that the new service had the natural language and intelligence required. This led to over 85% of successful call delivery confirmations. This huge success rate was achieved without the use of caller operators that cutting down on cost.
Call Automations Helps Field Technical Operators Close Work Orders
Company technicians were able to call about client specific procedures and execute them for each order. This was the case for orders that were complex and kept on changing, too. At the moment, they can call one telephone number for the orders and the call automation service and will take them through the specific procedures required to execute the order. This has led to the successful execution of 96% of work orders while decreasing call time by 67%.
As more and more companies look for ways to improve caller experience with the help of technology, it becomes increasingly difficult to separate the hype from reality. While reviewing a provider's case studies can be helpful, it's important to remember that a case study is defined as an experiment involving a single participant. Case studies are most helpful when viewed as part of a larger context.