Case Study: Leading IT Services Company boosts IVR self-service and conversion with MattsenKumar Smart IVR

A Smart “Invisible” Human Engagement that significantly improves IVR usage

Leading IT Services Company, an IT-enabled services provider founded in 2002, needed to reduce the share of traditional live voice interactions and shift more callers to a smarter guided IVR experience. The company wanted better caller identification, stronger support matching, and improved accuracy in its existing IVR system, and turned to MattsenKumar for help, using a Smart IVR solution supported by human-assisted speech correction.

MattsenKumar implemented a “Silent Guide” model using Spoken Communications’ Smart IVR technology, where trained agents monitored low-confidence speech events in real time and corrected utterances behind the scenes. This improved routing accuracy and reduced caller frustration, driving a 73% increase in self-service automation, a 22% average increase in sales conversion, an 18% annualized improvement in first call resolution, and a 30% reduction in misrouted sales calls.