Tuesday, October 25, 2022 1:20 PM - 2:43 PM PDT

TEST - 98711111_Welcome_Craig Dennis

With Twilio, FlixBus is being able to transition its customer service hotlines from a legacy IVR, where even minor changes often required weeks of effort, to a modern one where the flexibility of cloud APIs allows for optimized metrics and customer satisfaction. In this talk, we present five best practices for improving the caller experience by applying a set of Conversational UX principles to call center automation. By designing for self-service and utilizing caller-centric vocabulary, system-like politeness, structured short responses, and natural language recognition for menu navigation, we are being able to create caller-friendly experiences that equally foster customer satisfaction and meet our automation goals.