In an earlier post http://www.customerthink.com/blog/caller_demographics_and_mobile_technology_considerations_in_the_ivr) and supporting white paper (http://www.customerthink.com/paper/caller_demographics_and_mobile_technology_considerations_in_the_ivr) I talked about how caller adaptive technology helps the mobile caller experience and the handling of callers of different skill levels. Here, I want to present supporting data for this type of technology – data collected from production trials at various client sites.
Based on production metrics gathered at various installations, Figure 1 illustrates the relationships between average call length, the number of script levels and the effectiveness of adaptive technology at optimizing the call process. These data indicate improvements in the Average Handle Time (AHT), Average Handle Rate (AHR), IVR Utilization (IVR turns per call) and Caller Input Error Rates.
The benefits of adaptive technology to optimize self-service telephone calls vary based on the design, content and average call duration of the speech application. Applications must provide a sufficient amount of caller interaction to make the technology worthwhile. In general, the more levels of scripting and the higher the average automated call duration, the greater the benefit. Applications with caller authentication work particularly well with adaptive technology.
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 reductions in Average Handle Time of about 6-16% when incorporating adaptive functionality.
For further details, please see the white paper at: http://www.customerthink.com/paper/case_studies_in_improving_call_experience_using_adaptive_technology
