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For many years, Interactive Voice Response (IVR) technology has been used as a solution to resolve routine customer service tasks. IVR systems siphon more complex customer service calls to live agents, saving significant cost. Due to the complexity of the processes needed to extract data, users often faced a lengthy wait for the information to be available. Inconsistency of data was also a problem, due to the variety of sources and ways in which the data could be obtained. A Business Intelligence (BI) solution was developed to assess customer usage of the IVR system and determine how it aligned with the company's business objectives and user goals, resulting in cost savings and increasing the company's bottom line.
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