Two independent trials were conducted to determine the effects adaptive technology would have on the performance of the IVR. The voice application used was designed to handle caller inquiries for medical insurance claims, benefits, member coverage and general information. The voice application served primarily members (generally novice users) and providers (generally expert users).
During Trial 1, Audio Playback Speeds of 100, 110, 114, 117 and 119 were used. During Trial 2, these were changed to 85, 88, 92, 100, 110, 114, 117 and 119. For both trials, the Adaptive Audio speed changing algorithm was used.
The data in Tables 1 – 6 that follow illustrate production results gathered during these trial periods. These data indicate improvements in IVR Utilization and Average Handle Time (AHT), along with a reduction in the number of errors experienced by callers.
As Table 1 shows, with adaptation, the mean number of IVR turns was 22.95% (19826/86405), with a 95% adjusted-Wald binomial confidence interval [6] ranging from 22.67% to 23.23%. For the standard implementation, the mean number of IVR turns was 31.41% (428820/1365172), with a 95% binomial confidence interval ranging from 31.33% to 31.49%). Because the binomial confidence intervals did not overlap, the difference was statistically significant (p < .05).
Table 2 shows the mean number of IVR turns for adaptive and standard were, respectively, 4.4 and 3.2. This represents a 36.90 percent increase in utilization of the automated system when adaptation is used.
These results, and the accompanying reduction in error rates soon to be discussed, indicate that callers are more likely to stay with the automated system provided it moves at their comfortable speaking rate – even if that rate is 10-19 percent faster than it would be without adaptation. This is consistent with the hypothesis that tuning into the natural rhythm and pace of the caller helps keep them engaged in the automated call process.
To download a free copy of the White Paper containing more detailed results on the case studies cited in this article, click here: http://bit.ly/o79LoP
