Using an Adaptive Voice User Interface to Gain Efficiencies in Automated Calls
Abstract: For sample B2C Retail, Financial, Travel, Medical Insurance and Government applications, analysis using 95% confidence intervals indicated improvements in IVR Utilization of about 17.24-20.44%, a reduction of First-Attempt Caller Input Errors of about 1.02-1.75% (relative reduction ranging from 4.7-8.0%), an increase in Average Handle Rate of about .5-3% and...




