Max Boosts Adoption of Digital Customer Service Using Visual IVR
How to improve self-service adoption when you are already enjoying great mobile app adoption?
Engage callers with Visual IVR to convert phone calls into digital customer service interactions.
Jacada’s intelligent self-service solution combines AI, NLU, and RPA technologies to provide automated conversational services. Its advanced dialog management capabilities, library of pre-built intents, robust analytics platform, and flexible hosting options position it well for success in the future as the adoption of IVA solution accelerates.
Skand Bhargava, Practice Director
About the Client
Callers are presented with an option to explore a visual menu on their smartphone. Besides provide a web version of the existing IVR, the visual menu quickly directs customers to relevant digital assets on the web site, and connects customers to contact center agents when needed.
Callers can also engage digitally while they speak to contact center agents by leveraging multimodal and omnichannel engagement over video and voice channels simultaneously.
- Inbound call volume flowing into the contact center has been reduced by 24%
- Success for customers in the self-service channels has gone from 49% to 60%
- Customers Satisfaction (CSAT) remains consistently high with over 4 out of 5 stars