Introducing Natural Language IVR in a Major Retailer

Overview

Self-service is viewed by many as a priority area for investment in intelligent automation. Davies’ specialist team can help you navigate the many options for live chat and natural language IVR, providing an independent perspective on which technologies to use and how to make best use of them for your self-service goals.

Situation

One of the UK’s best-loved retailers has transformed its call-handling capacity with natural language IVR – as recommended by Davies.

With call volumes already a challenge, and set to increase due to the retailer’s online growth strategy, it was clear that its legacy model – using small teams in a selection of stores – was no longer viable.

Our Approach

We proposed using IVR as a means of triaging incoming calls and ensuring they are routed appropriately, whether for online service, orders, or in-store queries. We recommended using natural language IVR to be in keeping with the retail brand, and advised the retailer’s team on suitable technology partners.

Return on Investment

The chosen solution, as proposed by Davies, had a machine learning capability that meant its lexicon could expand, and was also easy for the retailer’s staff to incorporate new product names or ranges.

Above all, it was accurate – correctly recognising, first time, what the customer wanted to do in over 90% of interactions. That not only means customer satisfaction with the technology was high, but also that the retailer benefited from having the overwhelming majority of calls quickly routed to the right team.

Contact us to overcome your Intelligent Automation challenges, with rapid data-driven assessment, independent advice, and transformation services.

Chris Mcilduff
Chief Customer Officer
chris.mcilduff@davies-group.com

Michael Anderson
Vice President
US/Canada
michael.anderson@davies-group.com