Saved $3 million per quarter with advanced Voice AI, achieving 80% higher IVR containment rates for Anthem BCBS.

Deliver Better Care Through Voice AI

Designing a customer-centric voice experience improves customer satisfaction, completion rates, and call center costs. VoxIntent demonstrates the effectiveness of AI/ML in creating a better Voice UX, resulting in an 80% higher IVR containment rate and saving $3 million per quarter. Prioritizing the customer in voice interactions enhances the overall experience, reduces costs, and builds customer loyalty.

Anthem BCBS sought to transform its Medicare IVR system to boost customer experience and retention.

Problem

High call overflow and a transactional IVR journey led to poor customer satisfaction.

Solution

Designed VoxIntent, a Voice AI-powered intent clustering model, to make the IVR intuitive and human-centric.

Execution

Leveraged latest natural language processing to design and optimize a conversational IVR flow.

Results

VoxIntent enabled an 80% IVR containment rate improvement and $3 million in quarterly savings.

Together, we design the future.

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