Voice

On the phone, the tolerance for a wrong answer is much lower than in chat.

The call-handling figures that used to sit here had no named source, so they are gone. This is how we approach voice.

How we build it

A voice system earns its place on the calls nobody wants to take.

The calls that are pure lookup. Handling those well is the whole business case; handling them badly is worse than voicemail.

One clear route to a person, said out loud, early. On a phone line a loop is not an inconvenience, it is a lost customer.

Which languages the line actually answers in, and what happens to the ones it does not. Guessing produces the worst call of the day.

A reduction in handling time. It depends on your call mix, and we have not heard it.
That it takes medical or legal questions. Those belong with a person, and the system should say so.
That callers will not notice. They will. It should be obvious and useful rather than convincing.