Case Study: AAA Arizona scales self-service customer support with LumenVox speech recognition

AAA Arizona Automates Member Services by Speech-enabling its IVR

AAA Arizona, a major automobile association with nearly one million members, needed to scale its customer support operations to handle growth while ensuring human agents were available for genuine roadside emergencies. They sought to automate routine tasks like membership renewals and payments. To address this challenge, they utilized LumenVox's Automated Speech Recognition (ASR) technology as part of their Interactive Voice Response (IVR) system.

The solution involved integrating LumenVox's speech-to-text engine into a composable IVR stack, which allowed customers to use their voice instead of touch-tones to navigate menus. This implementation by LumenVox resulted in increased customer satisfaction, faster service, a lower cost-per-minute, and a better ability to scale their customer experience. A partner noted the technology's natural sound and highly scalable, reliable architecture.

AAA Arizona

Chuck Giglio

Manager for Member Services & Fulfillment