Interactive Digital employs a number of innovative techniques to enhance the caller experience and make engaging with the IVR more productive for all callers.

SInce our service is aware of every action every caller to a voice application makes, and the associated skill levels for each caller to the system, we can adjust the experience in real time to better suit the needs of your customers.

To learn more about how these services work, simply click on the area of interest to the right of this page.

 

Audio Playback Speed Up - dynamically adjusts the audio playback speed to levels above the original recorded pace based on individual caller skills.

Feature Benefits: Speeds expert and fast callers through voice applications designed to cater to the skills of average or below average callers. Reduces AHT and improves the IVR experience for these callers.

 

Audio Playback Slow Down - dynamically adjusts the audio playback speed to levels below the original recorded pace based on individual caller skills.

Feature Benefits: Helps callers with below average skills through voice applications designed to cater to the skills of average or above average callers. Increases AHR, reduces complaints about the IVR and improves the experience for these callers

 

 

Adaptive Timeout Control

This service allows the voice application to dynamically extend timeout periods for individual callers having significant difficulty navigating areas of the call script. Since Adaptive Audio is continuously aware of when each individual caller is experiencing difficulty navigating any or all of the call script, it can inform the voice application as how much additional time (in one second intervals) should be added to an existing timeout value to allow such a caller to respond.

Feature Benefits: Increases automation rates and reduces error rates and unwarranted CSR transfers.

 

Alternate Message Content

This service prompts the caller with alternately worded voice messages based on their script navigation skills. Slow and novice callers can hear additional instructions, more assuring inflection and nuance, louder audio volumes and additional characteristics that help keep the caller in the automated system. More skilled and experienced callers can be presented with more tersely worded prompts to speed them through the call.

Feature Benefits: Increases AHR, reduces call backs and abandoned calls and increases customer satisfaction.

 

Preemptive Transfer Alerts

This service keeps a cumulative index of how well each individual caller is navigating the call script and Identifies callers having excessive difficulty navigating the voice application. When such callers are identified by the Adaptive Audio software, it recommends preemptively transferring them to a CSR. Thresholds are user programmable and PTA signals factor in the likelihood that a CSR is available based on incoming call volume.

Feature Benefits: Reduces call backs and abandoned calls and increases customer satisfaction with the voice system.