Back to Case Studies

Smart IVR

Cogent’s intelligent voice response system was set up with the dual aim of reducing call volumes and solving customer concerns efficiently.

Before coming up with our solution, we performed a trend analysis to identify caller identities and call frequencies. Measuring call volumes during operational and non-operational hours was also a key part of the analysis. Ultimately, the lack of an automated, after-hours voice response system meant almost all calls and service requests had to be routed through live customer service associates/CSA. In order to help our client enhance contact center customer experience, we applied the following measures:

Intelligent Voice Response
We integrated the client’s existing IVR with cloud through relevant web services and were able to create an after-hours customer response system. This helped the client generate service requests, something that they were unable to achieve before.

Smart Caller Identification
We designed a smart caller identification tool to create an accurate caller database and make client servicing seamless. This not only facilitated immediate caller identification, but also allowed our customer service associates/CSA to check for corresponding open or pending complaints.

Preferential Re-routing of Calls
Identifying customers with longstanding issues or complaints. To help close the gap between customer experience and satisfaction, we programmed the intelligent IVRs with an auto-reminder feature to highlight complaints that remained unresolved.


Live calls reduced by 26 percent

Download Complete Case Study

We harnessed the power of artificial intelligence and machine learning to automate disparate HR processes and unify them within a single employee management solution.