Adapting To Caller Skills Increases Success By 1 Percent


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During production trials from March 8, 2012 through March 16, 2012 adaptive technology improved the success rate of automated calls at a client site by 1 percent.

The client, an unnamed IVR hosting center that supports thousands of ports and dozens of voice applications, segregated out select groups of adaptive and non-adaptive ports for exact performance measurements. The adaptive ports were using Interactive Digital’s Adaptive Audio ( software.

As Figure 1 below shows, the call center received a total of 37601 calls on the non-adaptive ports during this period while 37811 were received on the adaptive ones. Of those calls, respectively 10110 and 10545 were considered by the client to be successful. To meet the criteria for success, a caller had to receive information (bank balance, airline flight information, medical claim details etc.) and then either hang up or continue their call with an agent.

Figure 1 – Call Success Rate Improvement With Adaptive Technology

The data represents a 1 percent improvement in the number of successful calls when Adaptive Audio is used.

Interestingly, the number of No Input/No Match caller errors (for successful calls) declined by a significant 15.63 percent during this same measurement cycle.

Taken together, this data proves how having the IVR tune in to the comfortable listening rate of each caller dynamically during each call improves caller engagement and makes for a better call experience. This results in significant savings in operational expenses for the enterprise and helps bring callers back to the automated process on subsequent calls. Needless to say, these are also two major KPI’s for the client.

It is worth mentioning that the above benefits were accomplished using only the basic Adaptive Audio playback speed adjustment feature. Additional performance improvements can be achieved using the products enhanced features
( ) for call personalization.

Stay tuned (no apologies for the pun).

Daniel O'Sullivan
CEO, innovator and technologist in software engineering and product development. Created and implemented Adaptive Technology and Fastrack Software products that have optimized over 1.5 Billion self-service phone calls worldwide and saved clients over $100M to date. Electrical Engineering undergrad with a Masters in Computer Science. Lucent/Bell Labs alumni. Winner of worldwide eco-design project and received several patents. Currently CEO of Software Technology Partners.Focus: Business Development, Technology Partnering, Mobile, Web and Cloud Technologies and Human-Computer Interaction.


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