The Dallas-based company said its speech-enabled system has made it easier for participants to:
- check account balances
- review investment performance
- update their investment strategy for existing assets or new contributions
- change personal account information
- initiate selected transactions.
The application redesign has resulted in cost savings and efficiencies for Diversified. More than 96% of callers are successfully completing transactions or meeting their intended goals of the call, according to Intervoice. Additionally, the speech application has a 10% improvement rate over the existing touchtone application where fewer callers request or ultimately transfer to a live agent as previously done with the touchtone application, the news release said.