December 3, 2019
Welcoming Voice Comes With Hurdles | Technological and Generational
As the conversational economy grows and intertwines within businesses, it…
One of the largest retail banks in the U.S. sought to improve customer satisfaction in the call center by eliminating time-consuming processes. Limited by a non-speech-enabled IVR, the bank was constrained to outdated authentication options, such as PIN numbers and knowledge-based authentication (KBA) questions. Long enrollment processes and authentication challenges were driving call handle times up, causing significant customer frustration. The bank turned to Pindrop for help.
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