Technology
Technology: Intelligent Call Routing Platform
4.4
D
4.6
U
4.5
B
4.3
E
The Problem
Traditional IVR systems force callers through 2-3 minutes of menu options, with 40% of calls misrouted on first attempt and requiring transfers. An enterprise contact center provider serving Fortune 500 clients needed an AI-powered IVR that could understand caller intent from natural speech in the first 10 seconds, route to the optimal agent or department without menu trees, and reduce the average 4.5 transfers per resolved issue that drove customer frustration and agent burnout.
Type
Enterprise Contact Center Provider
Industry
Technology
Size
Enterprise
Region
Texas, United States
Users
10000+
The Analysis
The AI IVR required real-time speech recognition with natural language understanding to identify caller intent within 10 seconds of speech. Intent classification models covered 200+ routing categories across client organizations. Agent matching algorithms considered skill sets, current availability, historical performance on similar issues, and customer relationship history. Predictive routing used caller identification to surface account context before connection. The system needed to handle 50,000+ concurrent calls with sub-second routing decisions. Fallback logic ensured graceful degradation to traditional IVR when AI confidence was low.
The Solution
Discovery
5 weeks
Development
16 weeks
Integration
8 weeks
Deployment
4 weeks
The Results
Key Outcomes
Key Learnings
Speech recognition accuracy varied by accent and audio quality. Train on diverse caller populations.
Agent matching on historical performance improved resolution rates more than skill-only routing.
Fallback to traditional IVR preserved caller experience when AI confidence was low. Never force AI-only paths.
About DUBEScore™
On-time, on-budget execution. Measures project management quality, milestone adherence, and resource efficiency.
Real-world usefulness. Evaluates how well the solution solves the stated problem and meets user needs.
Measurable ROI and value creation. Tracks revenue impact, cost savings, and strategic outcomes.
Long-term sustainability. Assesses maintainability, scalability, and system resilience over time.