SBI Mutual Funds had a problem in fetching the appropriate Fund name from customer over the conventional IVRs as it was limited with DTMF options.
Decision has been taken to shift the whole IVR in conversational speech IVR, where a flexibility of getting input from the customer was a hit.
More than 250 Funds mapped over voice codes at Mumbai site and worked pe
rfectly. Accuracy calculated was over 99% and management taken decision to scale up the capacity by adding another site at Bangalore with same number of Funds over voice input.
Both the sites are LIVE and shown accuracy more than the expected numbers and are getting huge number of calls per day.