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Alannah Martin shares what really happened when her team replaced a traditional Interactive Voice Response telephone system with natural language technology in a live contact centre.
“We knew that understanding our customers’ needs and why they were contacting us was fundamental to being able to improve anything.”
In this episode:
00:00 Introduction and the problem with call transfers
02:08 Why traditional phone menus fail customers
05:23 Testing change safely with a phased rollout
08:55 Unlocking self‑service without forcing it
13:58 What success actually looked like
16:19 What didn’t go to plan
20:22 Lessons on stakeholder trust and leading change
27:01 Outro
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