Sky Solutions implemented an intelligent interactive voice response (IVR) system tailored to each customer’s attributes and interaction history. By capturing and analyzing customer feedback, the system continuously refined its decision-making process, ensuring the most relevant IVR prompts were presented.
To further enhance the customer experience, the system also made on-hold messaging dynamic. Messages played during the IVR phase were no longer repeated while the customer waited, creating a more engaging and seamless experience.
A centralized decision hub was developed to guide the next best action for each customer, maintaining a personalized experience even during the hold period. This hub generated up to five potential IVR intents and three hold message options, ensuring the interaction felt relevant and timely.
In addition to the phone channel, the solution was expanded to other customer touchpoints, including the mobile app and website, making it truly omni-channel. The decision hub was built using Pega’s Customer Decision Hub, enabling adaptive models that learn from customer responses, balancing the need to improve customer satisfaction with the business goals of increasing sales and reducing costs.
