With Twilio, FlixBus is able to modernize its customer service hotlines, leaving behind a legacy IVR (Interactive Voice Response), where even a minor change often required weeks of effort. The flexibility of cloud APIs now allows for optimized metrics. In this session, you’ll hear five best practices for improved customer service automation and conversational UX for IVR, enabled by Twilio technology. By recognizing caller ID, clarifying the difference between landline and mobile phones, and using the context of rides, Flixbus was able to create caller friendly experiences that foster self service and improved customer satisfaction.