To better serve their citizens, New York City was looking for ways to connect consumers more easily with information and services to meet literally thousands of different needs through its NYC311 hotline. Working with Nuance, NYC311 launched a new natural language IVR that provides faster, more efficient call routing from a single point of access.
Download the case study to learn how the solution delivers:
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A superior customer experience at a lower cost, leveraging Natural Language Understanding and significantly enhancing self-service options |
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Intelligent routing that takes customers closer to the best point of service, as well as empowering agents with better information |
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Self-service answers for customer request with agent assistance, increasing call center capability by more than 20% during high demand days |
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Municipalities of all sizes can benefit from optimizing their IVR. Download the NYC311 case study today!
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