Automating Customer Support
IVR Modernization (84111)
My role: Product Management & Service Automation
01Challenge
Customers faced complex IVR journeys, while support teams handled large volumes of repetitive requests.
02Strategy
Redesign the self-service experience and automate high-volume customer interactions.
03Execution
- Simplified IVR navigation structures
- Redesigned customer journeys
- Automated frequently used services
- Coordinated deployment with operational teams
04Impact
- Improved customer experience
- Increased self-service adoption
- Reduced operational workload