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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

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