The client was using a fully featured but aging natural language IVR solution that had been in place for several years. They ultimately wanted to update their legacy IVR platform to a more efficient, cost-effective, flexible and easy-to-manage solution that preserved existing levels of customer experience and service. Due to the nature of customer calls, migration to a new IVR platform needed to be executed without impacting their existing contact centre operations or compromising the quality of service received.
Convai worked with the client to update their legacy contact centre IVR architecture to a more cost-effective cloud-based solution: Oration. Oration was deployed into the client’s contact centre by directly taking training data from the legacy IVR system. Importing the data into Oration meant they were equipped to achieve the same or better call-routing accuracy from day one. With the capabilities of their previous IVR platform secured, Oration’s advanced technology brought several customisable benefits to this major financial institution: