Walgreens operates an over-the-phone solution, handling millions of pharmacy-related calls annually. Learn how it reduced customer effort, increased containment, and improved customer satisfaction by collecting usability and survey data to identify trouble spots in order to provide personalized, relevant, and real-time content and options.

Due to a provision of the Affordable Care Act, Blue Shield experienced heavy call volumes for requests for Explanation of Benefits. Find out how Blue Shield was able to increase automation and reduce call volumes by enabling customers to request an email or fax and be done with their call.

The better self-service systems in deployment today integrate a variety of advanced design components and technologies that complement one another to create an intelligent and natural-sounding interaction that respects the end user’s time and anticipates her/his needs. Delta Air Lines recently launched a redesigned application that combines natural-language capabilities with both personalization (including name greeting and proactive notifications) and an enhanced dynamic audio experience. Sit back, relax, and enjoy the flight as we examine each of these components and discuss the positive impact of the newly deployed system in terms of both customer experience and business metrics. Learn from our successes as well as the challenges we encountered along the way!

Orlando Utilities Commission launched a strategic initiative to improve customer service that included an upgrade to its web and IVR platforms. Following the redesign and upgrade to speech, automation rates increased significantly. Hear about the ROI and lessons learned, including why the IVR deployment should have occurred in phases,starting with the features that customers were already familiar with.