1
Opening
“Thanks everyone for joining today.
The goal of this session is to review the current IVR experience, identify customer and operational pain points, and discuss opportunities around AI, biometrics, self-service, and omnichannel support.”
Executive Summary
“The primary goals for this initiative are reducing handle time, increasing self-service containment, improving payment security, and modernizing the customer experience.”
Channel Analysis
“Customers today interact through multiple channels like IVR, mobile app, web support, and branches.
One observation is that digital channels already provide a better experience than the current IVR flow, so there’s an opportunity to bring that same experience into voice interactions.”
Current IVR Diagnostic
“The current IVR appears heavily menu-driven, with multiple authentication and routing layers before resolution.
That creates longer handling times and higher dependency on live-agent escalation.”
Competitor Benchmark
“Other banks are already implementing features like intelligent callbacks, conversational AI, and omnichannel continuity.
These are becoming standard expectations for customers.”
Missing Opportunities
“Some opportunities identified include voice biometrics, AI-driven automation, proactive fraud notifications, and the ability to move seamlessly between messaging and voice channels.”
Compliance & Security
“From a security perspective, there’s an opportunity to reduce PCI exposure and simplify authentication workflows while improving fraud prevention and customer trust.”
Future-State Experience
“The future-state vision focuses on conversational AI, voice biometrics, intelligent routing, and secure self-service experiences to reduce friction and improve containment.”
Integration Landscape
“A successful rollout would depend on integration with core banking systems, CRM platforms, fraud detection, telephony infrastructure, and payment gateways.”
Security Architecture
“The proposed security model focuses on encrypted communications, tokenized payment handling, voice biometrics, and centralized audit controls.”
Roadmap
“The recommended approach is phased:
Discovery Questions
“Some of the key questions we’d want to validate are:
Customer Journey Slide
“This slide highlights some of the current friction points contributing to higher AHT and customer frustration, including repeated authentication, long menus, and multiple transfers.”
Improved IVR Slide
“This proposed flow shows how AI, biometrics, secure payments, and omnichannel continuity could simplify the customer journey while improving security and operational efficiency.”
Fraud via WhatsApp Slide
“This is an example of how customers could initiate fraud support through WhatsApp, followed by biometric validation and automated account protection workflows.”
Omnichannel Slide
“One larger opportunity is enabling customers to move seamlessly between digital channels and voice support without restarting the interaction.”
Closing
“Overall, the goal is to simplify the customer journey, improve containment, reduce operational friction, and modernize the experience while maintaining strong security and compliance controls.”