These case studies reveal how IVR platforms provide advanced services to customers. The first presentation describes a platform which leverages a customer knowledge base and an innovative media resource function to deliver automatic voice services at Telecom Italia. The second presentation describes how virtual agents generate on-thefly VXML and grammars to support specific tasks at INPS (Italian Social Security). The third presentation discusses how to provide advanced natural language understanding features, such as implicit confirmation/correction, natural output of dynamic data, and calleradaptive pronunciation.