Timeline
10 weeks
Role
AI Design & Containment Intern
Team
Accenture IVR Containment
Tools/Skills
Conversation Design • High-Level Design • Stakeholder Management • Client Relations
Overview
How can we enhance the interactive voice response (IVR) experience to reduce caller dropout?
I worked within the Accenture IVR Containment Strategy Team to help a major health insurance client improve their AI call containment rate and ease customers' order experience. With Accenture, I learned how to balance business constraints with a better delivery for end users.
I conversed with clients, authored high-level designs, grew through feedback, and at the end of 10 weeks, presented my design recommendations to stakeholders across internal and external teams.
