CBA – Designing a Customer-Focused IVR Experience
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2022
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Service
Commercial Services
Designed By:
- Thomas Wright - Future Friendly
- Amy Sherington - Future Friendly
- Dane Yardy - Future Friendly
- Yasin Masukor - Future Friendly
Commissioned By:
Commonwealth Bank of Australia
Alexandria Ford, Lee Challoner-Miles
Julia Hamilton
Martin Lindsay
Rachael Round
Designed In:
Australia
As Australia’s leading technology bank, Commonwealth Bank optimised the Interactive Voice Response experience for its 15 million customers. The new IVR helps customers find solutions faster; giving them greater control to bank at a time and place that suits them, and providing options to speak with an agent when needed.