LUI – Language User Interface

To improve the existing IVR; and to reach the existing agreement’s retention goal, attaining 36% retention on all eligible IVR calls.

To assess the existing IVR and adopt a new design based on the Language user Interface Methodology. To revise the retention criteria.

• Existing IVR improved from 8% to 32% retention.
• Around 7,000 prompts recorded for the new IVR.

• Creation of a humanized IVR focusing on the main journeys and the best possible user experience.
• Creation of a persona and a new tone of voice for the interface.
• New navigation flow, with topic anticipation and propensity.