Subject
Western Union (Better Caller Experience for Agents through Self-Service IVA)
Category
Store Mailings
Date
Mailings Link
Notes
Exceptional Caller Experience is the objective of upgrading WU’s Interactive Voice Assistant (IVA). The new IVA, rolling out in March 2021, will make it easier for Agents to communicate what they need — in their own words – when they call WU Agent Support.
Enhancements include:
Improved Agent Self-Service features:
- Loyalty Redemption
- Lookup Status
- Password Reset
Improved caller experience & measurement: The new IVA detects unclear call reasons and when the Agent needs help from a WU Customer Service Representative (CSR), automatically transferring Agents to a CSR– Agents do not need to select multiple options to get the help they need
Call recordings & conversion metrics for IVA calls – with this modern tool, WU now has better data to measure quality, conversion success and to iteratively improve the IVA’s performance.
Language support – The new IVA recognizes Agents speaking English, Spanish and French Canadian
Estimated rollout for IVA is mid-March 2021 with additional Self-Service enhancements, such as Name Change, EPL Change and Cancel & Refund, expected in Q2 2021.
Thank you
Jim Bolker
KAE Chicago
Cell: 779-230-9527
James.bolker@wu.com
Enhancements include:
Improved Agent Self-Service features:
- Loyalty Redemption
- Lookup Status
- Password Reset
Improved caller experience & measurement: The new IVA detects unclear call reasons and when the Agent needs help from a WU Customer Service Representative (CSR), automatically transferring Agents to a CSR– Agents do not need to select multiple options to get the help they need
Call recordings & conversion metrics for IVA calls – with this modern tool, WU now has better data to measure quality, conversion success and to iteratively improve the IVA’s performance.
Language support – The new IVA recognizes Agents speaking English, Spanish and French Canadian
Estimated rollout for IVA is mid-March 2021 with additional Self-Service enhancements, such as Name Change, EPL Change and Cancel & Refund, expected in Q2 2021.
Thank you
Jim Bolker
KAE Chicago
Cell: 779-230-9527
James.bolker@wu.com
Active
Yes
Attachments
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