LUI – Language User Interface

The challenge was to develop a humanized IVR for a payments company, focusing on the main journeys and best possible user experience.

Goals

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

Strategy

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

Results

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

Distinctions

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.

Optimizing Agent Performance through CX Language User Interface

Elevating Efficiency and Reducing Costs through Automation

Streamlining Back Office for a Global Travel Services Provider

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