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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.


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




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.

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