Uniphore’s Customer Service Automation Platform, Uniphore Interact, was used to integrate the client’s voice platform with their award-winning digital experience on their website to deliver a multimodal visual IVR.
The visual IVR doubled down as a multimodal virtual assistant enabling the caller to engage over voice as well as over the web to effortlessly complete the intake process.
This meant that more customers self-served digitally without having to speak to an agent. Those who connected with an agent did so over a shorter call as the customer’s journey context was shared with the agent thereby reducing average handling time.