Web channels are more popular these days, nevertheless phone remains an important part of AA’s channel mix. Following feedback from Members, the AA recognised touch-tone self-help options were causing some frustration. Members didn’t appreciate the arduous process of entering the last eight digits of their Membership number, date of birth, and other digits, just to zero in on road information relevant to their location.
The spotlight turned to AA’s legacy IVR platform. What could be done to simplify access and encourage people to use their phones? Pyrios had the answers.
New self-help options get callers reaching
for their phones
Pyrios got down to work and identified key blockages: a ‘hostile’ user menu, DTMF/touch-tone navigation, and quickly dated pre-recorded announcements.
Pyrios redesigned the Roadwatch application, revamping the IVR menu structure and introducing speech recognition to improve user experience.
New features include:
- Automatic Membership authentication
- Speech-based options for Membership number,
date of birth, region and town
- Automatic region selection based on caller’s CRM
profile and call history
- Text-to-speech reading of traffic incidents
- Custom developed Maori language dictionary for
correct pronunciation of Maori words
- Live traffic incidents provided by NZAA third party
- DTMF/touch-tone input options
Mindful of project costs, Pyrios designed a solution that worked on AA’s existing technology infrastructure.
Callers are returning in their droves.