To gauge the impact of our products, we regularly review their activity and performance trends.
7 Voices™ goes beyond basic IVR systems with interactive visual content, contextual journeys, and fraud prevention technologies to deliver an exceptional customer experience (CX).
In 2021, the 7 Voices containment rate floated above the industry average, reducing our clients’ costs by 35 percent, while its speech recognition rate bested nearly every other provider’s. In addition, improved issue resolution drove down agent transfer requests and repeat customer calls.
Below we showcase 2021 trends in the following categories:
The 7 Voices average containment rate in 2021 was 56 percent, more than 10 percent better than the industry average of 50 percent. This containment rate reduces our clients’ costs approximately 35 percent, saving them collectively about $760M annually. The total number of 7 Voices calls remained consistent throughout the year: 40M+ calls per month across 25+ customers.
With over 250 different FAQ and transactional journeys serviced across verticals, 7.ai IVR technology recognizes 80 percent of caller utterances, which, according to CX Today’s benchmarks (published in March 2020), ranks us second-best among all service providers.
Customer requests for agent transfers went down by 1.2 percent in the second half of 2021, indicating better 7 Voices issue resolution; better resolution, of course contributes to improved CX and cuts our clients’ costs.
In 2021, the number of calls per caller went down but call volumes went up, indicating both a growing number of callers and better per-call resolution. Contacts also spiked in the final quarter due to the holiday shopping season.
7 Voices saved 40 seconds per call on average, or about 56 percent of total call volume, which collectively saved our clients approximately $15M. Resolving customer issues more quickly improves customer experience.
Want to change the conversation and learn how 7.ai IVR technology modernizes your call automation processes while also reducing costs? Check out these resources: