Accenture's IVR Analytics app fulfills the Business requirement to get into the details of the IVR process and the client path according to the customer's intent to reduce the call duration and guarantee the success of the call, which means that the client and the end of the call get what they are looking for according to the customer intent.
This is where Accenture and Celonis Combine their Strengths:
Bringing together all data related to IVR analytics process performance on a single platform.
Enables quick decision-making based on real-time insights from the data.
Identify corrective actions and early warnings.
Considerable reduction in process turnaround time.
Complete visibility into call performance.
Reduce call duration with improved client satisfaction to improve the call success rate.
This view show the key IVR metrics to manage the process performance, starting with the Sucess Rate (%), which shows the effectiveness of the IVR workflow is having a happy ending for a client, where a happy ending means the Customer has a successful result and finish the call with what it has looking for (Customer Intent). The other metrics show the descriptive statistics from average call duration to pick-up times.
This view answers the question - How long is a customer in the IVR when he/she calls? It allows the business to understand the time slots where they have the high calls number, the AVG & Median time a customer is in the line, and the outliers in the Throughput time to identify unknown inefficiencies in the flow that increase the AVG time.
This view gives us the comparison between the Happy path or Success path and the Unhappy or Unsuccess path for a specific Customer intent e.g. Make a transfer. This is a tool where the business can play and compare the process and deep dive into the workflows to identify deviations and the activities that create a successful call for a customer and those that are part of an unsuccessful outcome.
The Automation View shows the rate of automation per activity and the comparison between the Automation Rate & the Agent intervention Rate. The expectation in a frictionless strategy in IVR performance management is to increase the automation Rate and decrease the Agent intervention.
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