• Manuel Escotet

IVR (Interactive Voice Response System)

Updated: 3 hours ago

My Role

  • UX Architecture

  • Project Manager

Summary

iTalk (Branded Banesco Voice by the Bank) is a full-service, next-generation interactive voice response solution that features voice recognition, easy-to-use menus, and options that deliver detailed customer and account information and timely customer assistance.


This solution supports customers with an array of banking services including Check account balance, funds transfers, stop payments, card deactivation, transaction history, email account snapshot, marketing announcements and more process.


Client

Banesco USA


Duration

4 months.


Tools

  • Omnigraffle

  • Google Slides


Business metrics

  • Adoption Rate


Problem Statement

The bank Banesco USA has customer service hours on business days from 9 am to 5 pm. They needed an Interactive Voice Response System to fulfill the basic needs of customers after hours.


Hypothesis

The solution was to implement an IVR (Interactive Voice Response System) that will allow users to: Check account balance, funds transfers, stop payments, card deactivation and more.


Research Methods

  • User Interviews

  • Surveys

  • Benchmark

  • Usability Testing

  • Information Architecture

CTI (Computer Telephony Integration) Diagram Design

The main call center had to be redesign and modernized. In option "1" is were you access to the IVR

Security Authentication Diagram

This bank has two customer segments that have to be authenticated differently and this problem was solved after gathering information from key experts on the company and discussed with a diagram to gain consensus.

Conclusion and Challenge

The main advantages for the user are:

  • Enhances customer service and convenience.

  • Provides an additional touch point with convenience-driven customers.

  • Reduces the volume of inbound customer support calls.

  • Enhances operating efficiency.

  • Enables customer service representatives to focus on high-value tasks.