Conversational IVR Replacement
Submitted by Hussain Alsaffar
Pain point
Callers are forced through a rigid button-press IVR and often get lost or mis-routed, waiting on hold even for simple requests. Agents lose time both handling issues the system should resolve on its own and manually writing up and emailing complaints to other departments, with no structured routing or tracking.
Proposed solution
Replace the button-tree IVR with a conversational voice agent built on Claude. Customers describe their issue in natural language; the agent identifies intent and either resolves it directly (block/replace a card, check balance, surface a relevant offer), transfers the call live to the right department with context already captured so the customer doesn't repeat themselves, or — if it's a complaint that can't be resolved on the call — drafts a structured complaint that a Power Automate flow routes to the right department automatically, with an acknowledgment sent back to the customer.
Claude surface
Not yet decided