skip to main content
Close Icon

In order to deliver a personalized, responsive service and to improve the site, we remember and store information about how you use it. This is done using simple text files called cookies which sit on your computer. By continuing to use this site and access its features, you are consenting to our use of cookies. To find out more about the way Informa uses cookies please go to our Cookie Policy page.

Global Search Configuration

Introduction

Royal Bank of Canada's contact centers have been relying on a traditional IVR that was hindering customer satisfaction. A pilot with a conversational interface from Omilia has transformed the way its contact centers work.

Highlights

  • RBC’s investment in a natural language conversational IVR solution, piloted in its credit card service line, achieved an 86% task completion rate and 93% semantic accuracy.

Features and Benefits

  • Assesses the potential value of investing in a natural language conversational IVR solution.
  • Explains best practices and benefits of implementing a successful natural language IVR solution.

Key questions answered

  • What are the benefits of implementing a natural language conversational IVR system in a customer engagement environment?
  • What are the benefits/advantages of a departmental trial versus an enterprise-wide rollout of natural language IVR deployments?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations for the telecoms and banking industry

  • Recommendations for enterprises
  • Recommendations for vendors

Using a conversational interface to improve customer relations

  • Setting the business context
  • The role of conversational IVR in solving the problem

Lessons learned

  • Open the tap as wide as possible from the start
  • Semantic tuning is key – there are several ways to ask for the same thing
  • Selecting proper voice talent is important for a natural, conversational feeling
  • An omnichannel strategy is important

Appendix

  • Methodology
  • Further reading
  • Author

Recommended Articles

;

Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700


Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

+44 (0) 207 551 9047 - Operational from 09.00 - 17.00 UK time

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 7770704398 or email us at pr@ovum.com

Contact marketing - marketingdepartment@ovum.com

Already an Ovum client? Login to the Knowledge Center now