Presentation by Jamel Jones, Director, IVR Operations, Comcast Cable.

After dialing a company’s 1-800 number, customers are typically met with an automated phone (IVR) system they despise. Common customer complaints are “it doesn’t understand me”, “it can’t help me with my problem” or “I just want to speak to a real person”. Given the exorbitant price of a live agent phone call, it is critical to maximize your IVR’s intelligent automation capabilities to minimize costs and deliver an excellent customer experience. In this session, we will discuss strategies to:

• Implement enhanced selfservice functionality to automate complicated call types resulting in lower agent costs and higher customer satisfaction.
• Utilize relevant information to accurately predict the reason of the customer’s call resulting in a streamlined and personalized experience.
• Expedite digital transformation by seamlessly transitioning customers from the IVR to digital channels.
• Choose the right KPIs to properly measure IVR health and identify customer pain points