Case Study: Conversational IVR and Assistants - Testing, Tuning and Monitoring

Sponsored by Bespoken.io

Recently a major electrical utility company based in North America, which provides a variety of utilities across Canada and the US to more than 300,000 residences and 30,000 commercial businesses, decided to introduce a conversational agent to its call center.   This large call center handles customer inquiries and responds to critical events impacting them, such as power outages and downed lines.  Initially rolled out to just a single, large market, this agent allows customers to report power outages as well as get information about repair times, all without requiring support from a customer service representative in their call center.  

Bespoken assisted the implementation by:

* Performing exhaustive functional testing - significantly cutting down on tedious manual efforts by the QA team

* Increasing call throughput via load testing - the number of calls the system could handle was increased by 6x

* Improving speech recognition accuracy - cutting errors by more than 50%

Read the case study to learn how Bespoken worked with Genesys and Twilio to rapidly improve this IVA, leading to higher customer satisfaction, first-call resolution and overall higher ROI.  Download now!