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Designing The Abstract: Part 1

Challenge:

Poor self-service leading to low customer satisfaction, containment, and conversion rates in IVRs

Result:

Transforming and introducing legacy IVRs to conversational AI best practices from rigid, menu-driven interfaces into intuitive, natural-language experiences that boost user satisfaction, shorten call times, and enable more efficient self-service

Vertical(s):

Telecommunications
Financial services
Healthcare
Energy/Utilities

Toolkit:

Azure Speech Studio
Copilot Studio
In-house platforms (NAS, Nuance Mix)
Microsoft Office Suite (Visio, Word, Excel)

Localization:

English
French
Spanish

"Traditional 'Press 1' IVR menus prevented natural interactions, making task completion harder, and frustrated users by the time they even reached a representative.

As the lead conversational AI designer on my projects, I redesigned legacy systems by mapping detailed user journeys, call flows, and sample dialogues, guiding users through each intent. This transformed static menus into dynamic conversational experiences with AI prompting, improving call containment (over 70%) and enabling users to complete full call cycles smoothly and intuitively (conversion rates up to +12% per year)."

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