HM Revenue & Customs Case Study 2015 - Automating security transforms the call

  • See the full Case Study, Presentation slides and Video (which will be uploaded soon).
  • They are hosting a site visit for Forum members on 10th September in Cardiff

Who should attend? Of especial relevance in larger organisations, the HMRC experience will be of interest to anyone looking to drive greater insight and self-service from IVR, whether in a leadership, planning or insight role.

See how natural language IVR is making life better for customers & advisers at HMRC. It’s improved call routing, cut call lengths by an average 37 seconds and helped save £5million.

  • See how natural language IVR can drive efficiency and effectiveness and improve routing
  • Understand how greater insight improves the customer journey and helps advisors start the call, by knowing exactly why the customer is calling
  • Hear how the system was deployed and how the frontline were engaged

Developed in conjunction with Nuance and CapGemini, a new Intelligent Telephony Automation (ITA) system is replacing touchtone IVR with natural language speech recognition. Simply stating why they are calling allows customers to by-pass layers of menus and get through to the right department – no matter what number they dialled. ITA can also complete security checks automatically and the information it captures can help the adviser stay one step ahead with a screen pop of the customer details and reason for their call. The IVR journey has been reduced on average by over 37 seconds, whilst call handling time has also reduced, as well as allowing customers to self serve. This change has helped HMRC realise savings of £5million and provides a foundation to build upon for future change programmes.

Site Visit Agenda, 10th September, Cardiff

10:00 Arrivals and Welcome – Tea and Coffee
10:15 Project overview focussing on key results and the background and catalyst for this Innovation 
11:00 Brief site tour
11.15 Breakout groups rotating through each of the session:
1 – TBC
2 – TBC
3 – TBC
12:45 Networking Lunch
13:30 HMRC Q&A
14:00 IVR Best Practice Workshop, hosted Nick Herbert
How Top review your IVR and what is good practice?  
Workshop discussion following thought leadership presentation from Nick Herbert.  
15:30 Final Q&A plus next steps

To hear more about this Awards finalist at the conference or on a site visit please email or call 0333 123 5960.

Take a look at these articles, videos and links
2015 Innovation Awards Winners and Case Studies
2015 Innovation Awards Finalist shortlist


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