Yettel - AI-based IVR validation (artificial intelligence; interactive voice response)
We validated the usability of a complex IVR menu system with a proprietary AI simulator. (interactive voice response; artificial intelligence)
Before redesigning a complex IVR menu system, the client wanted to understand whether customers would be able to find the service path relevant to them within the revised menu structure. Rather than using conventional research methods, we developed a proprietary AI-powered simulator that modelled realistic telephone service scenarios and enabled rapid validation with a large sample. (interactive voice response) (artificial intelligence)
With 80 users, 40 service scenarios and hundreds of simulated paths, we validated the entire IVR structure in just a few weeks. (interactive voice response)
Through a web interface, testers logged into their own profiles and completed randomly assigned service tasks. The system recorded not only whether they found the right menu item, but also the paths they took, incorrect decisions, backtracking, and users’ confidence and perceived difficulty. We analysed the results using heatmaps and detailed path analyses, making it possible to identify precisely which menu items needed redesigning.