Case Study: How FedEx Created a More Human IVR




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FedEx knows that time is money for it and its customers, so it’s no surprise that the company saw Natural Language Understanding (NLU) call routing as the ideal way to streamline customer care.

What is surprising is how much the results exceeded FedEx’s expectations: FedEx wanted to increase automation by three percent but wound up with a six percent gain. That’s about 11,000 calls per day that no longer go to a live agent, freeing them to provide better support to customers whose complex inquiries require a human touch.

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